Patient Engagement Specialist

<p><strong>Job Title:</strong> Patient Engagement Specialist</p> <p><strong>Classification:</strong> 1099 Contractor</p> <p><strong>Work Structure: </strong>Fully Remote</p> <p><strong>Schedule/Shift:</strong> Part-Time; 32-35 hours per week; Mon–Fri + every other Saturday; 6.5 hours/day, between 8:00 AM–10:00 PM ET</p> <p><strong>Team:</strong> Clinical Operations</p> <p><strong>Reporting to:</strong> Senior Program Manager</p> <p><strong>Location:</strong> United States</p> <p><strong>Compensation: </strong>&nbsp;$25 per hour plus bonuses ($30-$35 per hour OTE)</p> <p>&nbsp;</p> <p><strong>About Us:&nbsp;</strong></p> <p>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.</p> <p>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.</p> <p>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</p> <p>&nbsp;</p> <p><strong>Position Overview:</strong></p> <p>At Aviary Health, our mission is to empower everyone to live a long, full, and optimal life by redefining the future of heart health. Our virtual Intensive Cardiac Rehabilitation (ICR) program only works when patients stay engaged — every completed session is a real step toward a stronger heart.</p> <p><strong>This is a retention-first, phone-heavy role. </strong>Your job is to keep patients in the program: re-engaging those who've slipped, recovering no-shows and missed sessions fast, and turning "I want to quit" into "see you next session." You'll spend most of your day on the phone, surfacing the real barriers keeping patients from showing up and overcoming them. You'll also handle inbound calls and messages — but<strong> patient experience and retention is always the priority.</strong></p> <p>If you're a strong objection-handler who's motivated by clear targets and a real incentive upside — and you genuinely care about helping people through a hard moment in their health — this role is built for you.</p> <h2><strong>What you'll do</strong></h2> <ul> <li>Own retention for your assigned patient panel — proactively reach out to at-risk and lapsing patients <em>before</em> they churn</li> <li>Recover no-shows and missed sessions quickly, rescheduling within 48 hours wherever possible</li> <li>Re-engage patients who've missed consecutive sessions and get them back to consistent attendance</li> <li>Save patients who ask to discontinue by uncovering their real objection and resolving it</li> <li>Handle inbound patient calls and messages, resolving scheduling and access issues on first contact</li> <li>Educate patients on the program and the Aviary Health app; troubleshoot Zoom/device issues so nothing stands between a patient and their session</li> <li>Document interactions accurately and surface patterns and insights to the Clinical Operations team</li> </ul> <p>&nbsp;</p> <h2><strong>Who you are</strong></h2> <ul> <li><strong>A skilled closer.</strong> You're strong at objection handling and influencing — you find the real concern fast and guide people to a decision that's good for them</li> <li><strong>You move quickly.</strong> You follow up relentlessly, work with urgency, and don't let patients fall through the cracks</li> <li><strong>You get healthcare.</strong> You're comfortable on the phone with patients — including older adults and people navigating a serious heart condition — and you adjust your approach accordingly. These are patients, not leads</li> <li><strong>You're money-motivated and performance-driven.</strong> You want your effort to translate directly into earnings and you treat your targets like they're your own</li> <li>Organized and accountable, with the discipline to manage a panel and a pipeline of follow-ups</li> </ul> <p>&nbsp;</p> <h2><strong>Your experience</strong></h2> <ul> <li>2+ years in sales, retention, account management, or a "save desk" environment with a track record of objection handling and hitting targets</li> <li>Experience in a healthcare-adjacent setting strongly preferred (telehealth, medical device, pharma, health insurance, patient services, or similar) — or clear comfort and credibility speaking with patients</li> <li>Demonstrated success in retention, save/win-back, or outbound engagement</li> <li>Excellent verbal communication; solid written communication for messaging and documentation</li> <li>Comfortable with scheduling tools, CRM/ticketing systems, and basic tech troubleshooting (Apple &amp; Android)</li> <li>Strong prioritization and time management in a fast-paced, metrics-driven environment</li> </ul> <p>&nbsp;</p> <h2><strong>Compensation &amp; incentives</strong></h2> <ul> <li><strong>Base:</strong> $25/hour + incentive ($30-$35/hour OTE)</li> </ul> <p>&nbsp;</p> <p><strong><em>*Note: This is a 1099 contractor position</em></strong></p> <p>&nbsp;</p>