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

Who You Are

Required

• 2+ years Medical Assistant (CMA or RMA preferred), EMT/Paramedic, Medical Technician, Patient Care Technician, or equivalent clinical support background
• 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 — able to explain technology without condescension
• 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
• Demonstrated ability to walk patients through video visit technology on mobile and desktop devices
• 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
• Low ego, high output — equally comfortable owning the detail work and showing up credibly in strategic conversations
• 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

• Prior remote or telehealth patient engagement experience
• Scheduling or patient outreach in a high-volume primary care, specialty, or care management setting
• Familiarity with Medicare-enrolled or older adult populations
• 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

Learn more about the Carewell story. 

Carewell is a category-defining business that is dedicated to providing the most trusted and reputable retail source for caregiving products, guidance, and services. Our vast selection of expert-vetted products includes incontinence supplies, wound care, nutrition, mobility aids, and more, all available at the best prices with fast, reliable shipping. We are proud to have been recognized as one of the fastest-growing companies in the US, ranked on the Inc. 5000, and named one of the most customer-centric companies in the world by Forbes in 2022. At Carewell, we understand the importance of caregiving, and we strive to provide the highest quality products to help caregivers provide the best care possible for their loved ones.

As the number of older adults in the US grows, the need for caregiving solutions will only increase. By joining Carewell, you will have the opportunity to work in a space that is constantly evolving, with new challenges and opportunities for growth. We are committed to being architects of our own success, always striving to improve our teams, partnerships, and solutions to ensure impact, scalability, and simplicity. As a member of our team, you will have the opportunity to collaborate with like-minded individuals, using customer insights, data, research, and feedback to make decisions and create the most effective solutions. If you are ready to join a team of dedicated individuals who are committed to making a difference in the world, Carewell is the place for you.

 

💡 Tips for a Successful Interview with Carewell

We value your time and want to get the most out of our conversation. To help us understand your experience, please keep the following tips in mind:

1. Use the STAR Method

When we ask about your past experiences, we are looking for specific stories rather than general philosophies. We highly recommend framing your answers using the STAR method:

• Situation: Set the scene (briefly).
• Task: Describe what you were responsible for.
• Action: Explain the specific steps you took.
• Result: Share the outcome (with data or metrics if possible).

2. Be Specific, Not Theoretical

We want to hear about what you have actually done, not what you would do in an ideal world. Avoid phrases like "I usually..." or "In my opinion..." and instead start with "There was one time when I..."

3. Focus on Your Individual Contribution

While teamwork is important, we are hiring you. When describing projects, be sure to highlight your specific role and the impact you personally made, rather than just using "we."

4. Keep it Concise

We have a lot to cover! Aim for answers that are 2–3 minutes long. If we need more detail, we’ll be sure to ask follow-up questions.

5. KPIs / Metrics

Carewell is results driven. Come prepared to talk about the key metrics you were responsible for driving in similar roles. We’ll want to know how you directly measured, reported on, and improved those metrics.