Engagement Coordinator

Carewell

1d•Remote

About The Position

Carewell is a category-defining business dedicated to providing trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address both medical and social needs. Our approach emphasizes compliance, scalability, and high-quality patient experiences while working in close partnership with clinicians and community resources to support better outcomes. This is a ground-floor opportunity to join a growing care navigation program and help define how patients experience it. As an Engagement Coordinator, you are responsible for the quality of the patient journey from their first appointment onward — ensuring they arrive prepared, that their eligibility is verified, that their care navigation visit gets scheduled, and that scheduling continuity is maintained throughout their time in the program. Depending on program needs, this role may also support care navigation activities in a clinical capacity. The ideal candidate brings a clinical support background — Medical Assistant or equivalent — combined with strong communication skills and a genuine ability to build trust with older adults over the phone. You don't need to provide clinical guidance; you need to recognize when something requires it and escalate without hesitation. This role is a conversion and retention function that sits at the intersection of patient care and program operations.

Requirements

2+ years Medical Assistant (CMA or RMA preferred), EMT/Paramedic, Medical Technician, Patient Care Technician, or equivalent clinical support background
Experience beyond the exam room — front desk, patient outreach, care coordination, telehealth support, or scheduling alongside clinical work
Warm, patient, and clear communicator with older adults — able to explain technology without condescension
Comfortable with patients who are anxious, reluctant, or struggling with technology
Understands basic clinical context; recognizes when to escalate and does so without being prompted
Demonstrated ability to walk patients through video visit technology on mobile and desktop devices
High school diploma or equivalent; formal clinical training or certification strongly preferred
Builder mentality — you see the gap, you fill it, and you document how you did it so others can follow
Nimble and adaptive — you thrive in ambiguity and treat a fast-changing environment as an opportunity, not a stressor
Tech-forward — comfortable with care management platforms, EHRs, and digital tools; quick to learn new systems
Resilient problem-solver — you don't wait for perfect conditions; you find a way
Low ego, high output — equally comfortable owning the detail work and showing up credibly in strategic conversations

Nice To Haves

Prior remote or telehealth patient engagement experience
Scheduling or patient outreach in a high-volume primary care, specialty, or care management setting
Familiarity with Medicare-enrolled or older adult populations
Experience with care management or referral management platforms
HIPAA training or demonstrated understanding of patient privacy requirements
Bilingual (Spanish or other languages depending on target population)

Responsibilities

Conduct a live outreach call to every newly enrolled patient in advance of their initiating clinical appointment
Confirm appointment date, time, and logistics; address questions and ensure the patient feels prepared
Walk patients through video visit technology in plain, accessible language — step by step, on iOS and Android
Troubleshoot basic device or connectivity issues; escalate when the issue is beyond scope
Complete insurance eligibility verification by collecting any outstanding patient information needed to confirm coverage before the clinical visit
Identify patients who may be at risk of not showing up and flag them for immediate follow-up
Upon confirmation of a patient's completed initiating visit, manage follow-up outreach to schedule the Initial Care Navigation appointment
Respond to patient scheduling requests promptly, confirm appointments, and queue reminders
Follow up with patients who have not responded to scheduling prompts; escalate persistent non-responders appropriately
Maintain scheduling momentum — time between visit completion and care navigation appointment directly affects patient engagement and retention
Own all patient appointment scheduling from the Initial Care Navigation visit onward
Manage outbound scheduling communications, patient responses, appointment confirmations, and reminder campaigns
Conduct no-show follow-up and re-engage patients within the appropriate window — a missed appointment is a recovery opportunity
Maintain scheduling as a patient-facing function — not an administrative one
Escalate any clinical question, symptom, or safety concern immediately to the appropriate clinical contact — no exceptions, no improvising
Maintain accurate, real-time documentation of all patient contacts, eligibility status, scheduling activity, and escalations in program systems
Manage reminder content, patient opt-outs, and activity logging across all patient communications