Engagement Coordinator

About Carewell 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. About the Role 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. What You'll Do Enrollment & Program Conversion Conduct outbound outreach to prospective patients and leads to introduce the Carewell Care Navigation Program, explain program benefits and eligibility, and guide interested patients through the enrollment process Manage the full enrollment conversation — from initial contact through consent collection and program confirmation — with clarity, warmth, and a patient-centered approach Accurately explain program scope, what patients can expect from their Care Concierge, and how the program works in plain, accessible language Identify and qualify eligible patients; document enrollment activity accurately and completely Follow up with prospective patients who expressed interest but have not yet enrolled; maintain momentum without pressure Flag patients who may face eligibility barriers and escalate appropriately for review Pre-Visit Patient Readiness 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 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 Confirm consent documentation is complete before scheduling the initial Care Navigation appointment; flag any gaps for review and resolution before the visit proceeds Identify patients who may be at risk of not showing up and flag them for immediate follow-up Post-Visit Conversion & Scheduling 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 Ongoing Scheduling & Appointment Management Monitor patient scheduling status throughout the program and intervene when appointments have not been scheduled within the appropriate timeframe or when scheduling does not align with the patient's plan of care 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 Escalation & Scope Management Escalate any clinical question, symptom, or safety concern immediately to the appropriate clinical contact — no exceptions, no improvising Verify insurance coverage and any prior authorization requirements before scheduling begins; flag coverage gaps or unresolved authorization issues prior to visit 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 KPI’s You'll Drive E/M show rate — % of scheduled initial appointments completed; your pre-visit outreach is the primary driver Pre-visit call completion rate — % of enrolled patients reached by live outbound call before their appointment Eligibility verification rate — % of patients with coverage confirmed before their visit date Care Services scheduling rate — % of patients with Initial Care Services visit scheduled within 48–72 hours of visit completion Time-to-schedule — average hours between visit completion and Care Services appointment confirmed No-show recovery rate — % of missed appointments that result in a rescheduled visit within the recovery window Appointment day resolution rate — % of appointment-day incidents resolved same-day with complete documentation Annual re-consent completion rate — % of eligible patients completing re-consent within the renewal window Documentation accuracy & timeliness — % of contacts documented within the required window with timestamps Enrollment conversion rate — % of outreach contacts to prospective patients that result in completed enrollment. 6-month async completion rate — % of eligible patients for whom the 6-month physician update was initiated and physician response received within the defined window. Annual visit coordination rate — % of eligible patients with both annual physician visit and annual Care Navigation visit scheduled and completed within the appropriate window. RISE cadence compliance rate — % of patients whose scheduled touchbase frequency matches their RISE score-determined cadence. Consent documentation completeness — % of enrolled patients with CHI and PIN consent status fully documented before the initial Care Navigation visit. Given the consent gap you just encountered in the field, this one is worth tracking explicitly. Who You Are Required 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 — you notice when something is missing before it becomes a problem A patient-first orientation — you understand that scheduling is a patient experience function, not an administrative one 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 — 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 Located and authorized to work in the US without sponsorship Equivalent Backgrounds Considered Candidates without an MA credential but with equivalent patient-facing healthcare experience will be considered, including: Emergency Medical Technician (EMT) or Paramedic Medical Technologist or Clinical Lab Technician Patient Care Technician (PCT) with care coordination or scheduling experience Telehealth front desk, virtual patient engagement specialist, or remote patient support role with 2+ years in a clinical setting Healthcare call center or care management support role with demonstrated clinical orientation Nice to Have 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) Why This Role Ground-floor opportunity to help build a program from day one — your work will directly define the patient experience at scale Close partnership with program leadership — your frontline observations will shape how the program evolves Meaningful, mission-driven work with visible impact on every patient you support Competitive compensation with growth trajectory tied to program expansion What We Offer Competitive compensation Health, Dental, and Vision insurance Short-term Disability and Life Insurance (100% employer-sponsored) Long-term Disability Supplemental Life Insurance (employee-sponsored) 401(k) Retirement Plan 100% Remote Generous paid time off and 6 paid holidays Employee discount