Patient Engagement Specialist

About the role

Aviary Health is a CMS-approved virtual Intensive Cardiac Rehabilitation (ICR) provider serving thousands of patients nationwide. Our patients — typically older adults recovering from cardiac events — attend virtual exercise sessions, 1:1 check-ins, and group education classes via tablet or personal device. Technology is the bridge between our clinical team and our patients' health outcomes, and we need someone who can make that bridge seamless while keeping patients on track with their session schedules.

You will be a frontline support resource for our patients — equal parts tech troubleshooter and scheduling coordinator. When a 72-year-old cardiac patient can't get their tablet to connect to WiFi, you fix it with patience and clarity. When a patient calls to reschedule their exercise session, ask about upcoming appointments, or needs help understanding the program, you handle it with warmth and efficiency. This is not a corporate help desk or a generic call center. You are supporting a patient population who may be anxious about technology, recovering from surgery, and relying on your calm guidance to stay engaged in their care. You'll work as a member of our Patient Engagement team alongside Exercise Physiologists, Enrollment Specialists, and Care Coordinators. Your work directly impacts patient retention and clinical outcomes.

Responsibilities

• Answer inbound patient calls — fielding questions about session times, rescheduling requests, program logistics, and general inquiries
• Schedule, reschedule, and confirm patient appointments for exercise sessions, 1:1 check-ins, and education classes
• Make outbound reminder calls to patients approaching missed-session thresholds or with upcoming schedule gaps
• Coordinate with Exercise Physiologists and clinicians to manage session availability and patient placement
• Handle live chat inquiries from patients and prospective enrollees
• Log all patient interactions in our task management system (Aviary Platform) with clear notes on outcomes and follow-ups
• Provide real-time technical support during patient sessions via phone and chat (tablet connectivity, Zoom audio/video, app navigation, device troubleshooting)
• Conduct tablet setup calls for newly enrolled patients — walking them through unboxing, charging, WiFi connection, app login, and test Zoom sessions
• Handle tech callback requests from clinicians when patients experience mid-session technical issues
• Troubleshoot common issues: WiFi/internet connectivity, Apple ID and account access, Zoom permissions (camera, microphone), app crashes, browser compatibility for BYOD patients, device reboots and updates
• Coordinate loaner tablet shipments and returns for patients with persistent device issues
• Use remote device management tools to diagnose and resolve tablet issues without requiring patient action
• Collaborate with Enrollment to ensure BYOD patients complete pre-session tech checks (audio, video, permissions) before their Initial appointment
• Identify recurring tech patterns and escalate systemic issues to the Product/Engineering team
• Maintain internal knowledge base of common troubleshooting steps and patient-facing guides

Requirements

• 1+ year in a help desk, tech support, customer support, or patient-facing call center role
• Exceptional patience and empathy — you will regularly work with elderly patients who are not tech-savvy, may be hard of hearing, or frustrated. Your tone matters as much as your technical skill.