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
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 video 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
- 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
- Own all patient appointment scheduling from the Initial Care Navigation visit onward
- 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
- 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