Patient Engagement Specialist

Aviary•Atlanta, GA

18h•$22 - $25•Remote

About The Position

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. The Role 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.

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.
Strong troubleshooting instincts: you can diagnose whether an issue is WiFi, device, app, or user error within minutes
Comfortable with: iPads/iOS, Android tablets, Windows/Mac basics, Zoom, WiFi networking fundamentals, browser troubleshooting
Clear, professional phone presence — you can manage a high volume of inbound calls while keeping each interaction warm and unhurried
Excellent verbal communication — you can explain "go to Settings > WiFi > tap your network name" to someone who has never used a tablet before
Strong organizational skills — you can juggle scheduling queues, tech callbacks, and chat simultaneously without dropping the ball
Reliable internet connection and quiet workspace for phone-based support
Available M-F during core hours (flexible scheduling between 8am–8pm ET; shift preference discussed at hire)

Nice To Haves

Experience in healthcare, telehealth, or patient-facing technology support
Prior scheduling or appointment coordination experience (medical office, telehealth, or similar)
Familiarity with remote device management (MDM) tools
Experience with Zoom administration or troubleshooting at scale
Basic familiarity with Slack (team communication) and task management platforms
CompTIA A+ or similar certification (not required, but valued)
Bilingual English/Spanish (significant plus given patient demographics)

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