Patient Engagement Specialist

The Patient Engagement Specialist supports patient engagement, retention, scheduling, and overall patient experience in a virtual cardiac rehabilitation program. They serve as a key contact for patients, assisting with outreach, education, barrier resolution, and coordination with clinical staff.

Location: United States

Salary: $22 per hour

Responsibilities

• Serve as a point of contact for patients throughout the cardiac rehabilitation program.
• Conduct proactive outreach to patients at risk for disengagement, missed appointments, pauses, or discontinuation.
• Identify barriers to participation including scheduling conflicts, technology concerns, transportation issues, work obligations, caregiver responsibilities, motivation, or clinical concerns.
• Utilize motivational interviewing and patient-centered communication techniques to encourage ongoing participation.
• Support churn reduction initiatives and retention strategies.
• Manage high-risk churn outreach workflows and discontinue outreach processes.
• Assist with re-engagement efforts for inactive or paused patients.
• Schedule and coordinate patient sessions including initials, 1:1 sessions, group exercise classes, education classes, and offboarding appointments.
• Assist with schedule modifications and patient rescheduling requests.
• Monitor scheduling patterns to ensure patients maintain appropriate program frequency and attendance.
• Collaborate with intake specialists, cardiac therapists, and enrollment teams to support smooth onboarding and continuity of care.
• Support workflow coordination for pause requests, discontinuations, and return-to-program scheduling.
• Provide exceptional customer service and support to patients and caregivers.
• Educate patients on program expectations, attendance policies, and available resources.
• Assist patients with technology troubleshooting and virtual session access.
• Respond to patient questions, concerns, and escalations in a timely and professional manner.
• Ensure patients feel supported, engaged, and connected throughout the program.
• Accurately document all patient interactions, outreach attempts, scheduling updates, and retention efforts within the appropriate systems.
• Maintain administrative notes and task completion documentation.
• Monitor assigned outreach queues and ensure timely task completion.
• Support quality assurance initiatives and adherence to workflow standards.
• Assist leadership with tracking engagement trends, patient outcomes, and retention metrics.
• Work closely with: Cardiac Therapists, Intake Specialists, Enrollment Team, Registered Nurses, Clinical Leadership, Operations Team.
• Escalate clinical concerns appropriately to nursing or clinical leadership.
• Participate in team meetings, workflow improvement initiatives, and training activities.

Requirements

• Experience in healthcare, patient coordination, care navigation, customer success, patient retention, or cardiac rehabilitation preferred.
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Ability to manage multiple workflows in a fast-paced virtual environment.
• Comfortable using electronic medical records, scheduling platforms, Google Workspace, Slack, and virtual communication tools.
• Ability to demonstrate empathy, professionalism, and patient-centered communication.
• Knowledge of motivational interviewing techniques.
• Experience with patient outreach and retention strategies.
• Bilingual candidates are encouraged to apply.
• Experience with scheduling, chat support, and tech support.

Additional Information

• This is a 1099 contractor position