Patient Engagement Specialist

Job Title: Patient Engagement Specialist

Classification: 1099 Contractor

Work Structure: Fully Remote

Schedule/Shift: Part-Time; 20-35 hours per week

Team: Clinical Operations

Reporting to: Senior Program Manager

Location: United States

Compensation:  $22 per hour

About Us: 

Aviary was founded in 2020 by seasoned digital health entrepreneurs. In past roles, we've founded and scaled high-growth startups, run large health systems, advised government programs, built technology you use every day, and provided healthcare for millions of lives.

We're backed by leading VCs including SignalFire, Pear, GFC , 2048, Great Oaks, MGV and more. Over the last year, we've built the leading virtual cardiac recovery and management platform for members with cardiac conditions. For every member we serve, we add an average of five years to their lifespan.

We're growing – fast. Our member base is doubling every month and we're looking to 3x our team size quickly. This will allow us to scale nationally and accelerate product development across the continuum of heart health.

Position Overview:

The Patient Engagement Specialist serves as a key member of the cardiac rehabilitation care team and is responsible for supporting patient engagement, retention, scheduling coordination, and overall patient experience throughout the program. The Patient Engagement Specialist acts as a point of contact for patients, assisting with scheduling, outreach, retention efforts, patient education support, and barrier resolution while collaborating closely with clinical staff, intake specialists, enrollment teams, and leadership.

Key Responsibilities:

Patient Engagement & Retention

• Serve as a point of contact for patients throughout the cardiac rehabilitation program.
• Conduct proactive outreach to patients at risk for disengagement, missed appointments, pauses, or discontinuation.
• Identify barriers to participation including scheduling conflicts, technology concerns, transportation issues, work obligations, caregiver responsibilities, motivation, or clinical concerns.
• Utilize motivational interviewing and patient-centered communication techniques to encourage ongoing participation.
• Support churn reduction initiatives and retention strategies.
• Manage high-risk churn outreach workflows and discontinue outreach processes.
• Assist with re-engagement efforts for inactive or paused patients.

Scheduling & Coordination

• Schedule and coordinate patient sessions including initials, 1:1 sessions, group exercise classes, education classes, and offboarding appointments.
• Assist with schedule modifications and patient rescheduling requests.
• Monitor scheduling patterns to ensure patients maintain appropriate program frequency and attendance.
• Collaborate with intake specialists, cardiac therapists, and enrollment teams to support smooth onboarding and continuity of care.
• Support workflow coordination for pause requests, discontinuations, and return-to-program scheduling.

Patient Support & Experience

• Provide exceptional customer service and support to patients and caregivers.
• Educate patients on program expectations, attendance policies, and available resources.
• Assist patients with technology troubleshooting and virtual session access.
• Respond to patient questions, concerns, and escalations in a timely and professional manner.
• Ensure patients feel supported, engaged, and connected throughout the program.

Documentation & Administrative Responsibilities

• Accurately document all patient interactions, outreach attempts, scheduling updates, and retention efforts within the appropriate systems.
• Maintain administrative notes and task completion documentation.
• Monitor assigned outreach queues and ensure timely task completion.
• Support quality assurance initiatives and adherence to workflow standards.
• Assist leadership with tracking engagement trends, patient outcomes, and retention metrics.

 Collaboration

• Work closely with:
• Cardiac Therapists
• Intake Specialists
• Enrollment Team
• Registered Nurses
• Clinical Leadership
• Operations Team
• Escalate clinical concerns appropriately to nursing or clinical leadership.
• Participate in team meetings, workflow improvement initiatives, and training activities.

Qualifications

• Experience in healthcare, patient coordination, care navigation, customer success, patient retention, or cardiac rehabilitation preferred.
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Ability to manage multiple workflows in a fast-paced virtual environment.
• Comfortable using electronic medical records, scheduling platforms, Google Workspace, Slack, and virtual communication tools.
• Ability to demonstrate empathy, professionalism, and patient-centered communication.
• Knowledge of motivational interviewing techniques.
• Experience with patient outreach and retention strategies.
• Bilingual candidates are encouraged to apply.
• Experience with scheduling, chat support, and tech support

Work Environment

• Fully remote/virtual environment
• Collaborative interdisciplinary team setting
• May require evening or weekend availability based on patient scheduling needs

*Note: This is a 1099 contractor position