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.