Engagement Coordinator

Carewell

1d•Remote

About The Position

Carewell is seeking an Engagement Coordinator to join their growing care navigation program. This role is responsible for the quality of the patient journey from their first appointment onward, ensuring they arrive prepared, their eligibility is verified, their care navigation visit is scheduled, and continuity is maintained. The ideal candidate has a clinical support background (Medical Assistant or equivalent) with strong communication skills and the ability to build trust with older adults over the phone. This role focuses on conversion and retention, bridging 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
Prior remote or telehealth patient engagement experience
Comfort managing a high volume of patient contacts with professionalism and warmth
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
Strong organizational instincts
A patient-first orientation
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
High school diploma or equivalent; formal clinical training or certification strongly preferred
Builder mentality
Nimble and adaptive
Tech-forward — comfortable with care management platforms, EHRs, and digital tools; quick to learn new systems
Resilient problem-solver
Located and authorized to work in the US without sponsorship

Nice To Haves

Scheduling or patient outreach in a high-volume primary care, specialty, or care management setting
Familiarity with Medicare-enrolled or older adult populations
Familiarity with Medicare coverage types including Medicare Advantage, understanding how coverage verification and prior authorization work in practice
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 outbound outreach to prospective patients and leads to introduce the Carewell Care Navigation Program, explain benefits and eligibility, and guide enrollment.
Manage the full enrollment conversation from initial contact through consent collection and program confirmation.
Explain program scope, what patients can expect from their Care Concierge, and how the program works.
Identify and qualify eligible patients; document enrollment activity accurately.
Follow up with prospective patients who expressed interest but have not yet enrolled.
Flag patients who may face eligibility barriers and escalate appropriately.
Conduct a live outreach call to every newly enrolled patient before their initiating clinical appointment to confirm details and ensure preparedness.
Walk patients through visit technology step-by-step.
Troubleshoot basic device or connectivity issues and escalate when necessary.
Complete insurance eligibility verification by collecting outstanding patient information.
Confirm consent documentation is complete before scheduling the initial Care Navigation appointment.
Identify patients at risk of not showing up and flag them for immediate follow-up.
Manage follow-up outreach to schedule the Initial Care Navigation appointment after the initiating visit.
Respond to patient scheduling requests promptly, confirm appointments, and queue reminders.
Follow up with patients who have not responded to scheduling prompts and escalate persistent non-responders.
Maintain scheduling momentum to ensure timely care navigation appointments.
Monitor patient scheduling status throughout the program and intervene when necessary.
Manage outbound scheduling communications, patient responses, appointment confirmations, and reminder campaigns.
Conduct no-show follow-up and re-engage patients within the appropriate window.
Escalate any clinical question, symptom, or safety concern immediately to the appropriate clinical contact.
Verify insurance coverage and prior authorization requirements before scheduling begins.
Maintain accurate, real-time documentation of all patient contacts, eligibility status, scheduling activity, and escalations.
Manage reminder content, patient opt-outs, and activity logging across all patient communications.