[Hiring] Patient Engagement Specialist @Aviary

Role Description

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. This is a retention-first, phone-heavy role.

Your job is to keep patients in the program:

• Re-engaging those who've slipped
• Recovering no-shows and missed sessions fast
• 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 patient experience and retention is always the priority.

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.

What you'll do:

• Own retention for your assigned patient panel — proactively reach out to at-risk and lapsing patients before they churn
• Recover no-shows and missed sessions quickly, rescheduling within 48 hours wherever possible
• Re-engage patients who've missed consecutive sessions and get them back to consistent attendance
• Save patients who ask to discontinue by uncovering their real objection and resolving it
• Handle inbound patient calls and messages, resolving scheduling and access issues on first contact
• Educate patients on the program and the Aviary Health app; troubleshoot Zoom/device issues so nothing stands between a patient and their session
• Document interactions accurately and surface patterns and insights to the Clinical Operations team

Qualifications

• A skilled closer.
• Strong at objection handling and influencing — you find the real concern fast and guide people to a decision that's good for them.
• Move quickly.
• Follow up relentlessly, work with urgency, and don't let patients fall through the cracks.
• Get healthcare.
• Comfortable on the phone with patients — including older adults and people navigating a serious heart condition — and adjust your approach accordingly.
• Money-motivated and performance-driven.
• Organized and accountable, with the discipline to manage a panel and a pipeline of follow-ups.

Requirements

• 2+ years in sales, retention, account management, or a "save desk" environment with a track record of objection handling and hitting targets.
• 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.
• Demonstrated success in retention, save/win-back, or outbound engagement.
• Excellent verbal communication; solid written communication for messaging and documentation.
• Comfortable with scheduling tools, CRM/ticketing systems, and basic tech troubleshooting (Apple & Android).
• Strong prioritization and time management in a fast-paced, metrics-driven environment.

Compensation & incentives

• Base: $25/hour + incentive ($30-$35/hour OTE)
• *Note: This is a 1099 contractor position.