Aviary

• Make high-volume outbound cold calls to prospective patients • Engage patients in clear, empathetic conversations to drive enrollment into our virtual cardiac rehab program • Confidently explain program benefits, expectations, and next steps • Assist patients with mobile app downloads, account setup, and basic technical troubleshooting • Complete initial reminder outreach to confirm upcoming appointments and reduce no-shows • Accurately document call outcomes, patient status, and next steps in internal systems • Meet or exceed daily call volume and enrollment targets • Partner closely with Enrollment Operations and Clinical teams to ensure a seamless patient experience

• Educate potential patients and family members on the program, answer any questions they might have, emphasizing program benefits and features, objection handle, and enroll patients in the program • Assist patient in navigating the program app and/or website and address any technical issues • Initiate outbound calls to potential patients and respond to inbound calls promptly. • Assess patient eligibility with provided documentation and address patient inquiries and concerns. • Record and maintain accurate information and call notes in our system including insurance, provider, and clinical updates regarding patient health • Achieve weekly targets as a productivity measure • Ensure timely follow-up response for patients expressing interest in the program and provide excellent customer service to build trust. • Stay informed about the latest developments in cardiac rehabilitation and attend training sessions to enhance knowledge of the program • Send educational material to interested patients through email and other communication channels • Communicate insurance or other information as needed with relevant parties

• Educate potential patients and family members on the program • Assist patient in navigating the program app and/or website • Initiate outbound calls to potential patients • Assess patient eligibility and address inquiries and concerns • Record and maintain accurate information in the system • Achieve weekly targets as a productivity measure • Ensure timely follow-up response for interested patients • Stay informed about cardiac rehabilitation developments • Send educational material to interested patients

• Reviews patient health information prior to goal setting session • Work with patients on exercises for our focus populations, typically older adults with cardiovascular issues (over telehealth/videoconferencing platform) • Implements exercise plans according to current professional and organization standards • Reviews patients progress, evaluating compliance and patient response to exercise • Leads group exercise sessions for individuals with similar health issues • Updates exercise programs in collaboration with the clinical operations team and medical director • Documents all information in an accurate, concise, and timely manner • Works with our team of health coaches, nurses, physicians, and technologists to improve our services\

• 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

Role Description You will be the dedicated technology lifeline for our patients. When a 72-year-old cardiac patient can't get their tablet to connect to WiFi, when a session freezes mid-exercise, when someone doesn't know their Apple ID password — you're the person who fixes it with patience, clarity, and warmth. This is not a corporate IT help desk. You are supporting a patient population who may be anxious about technology, recovering from surgery, and relying on your calm guidance to access the care they need. You'll work as a member of our Patient Engagement team, Exercise Physiologists, and Enrollment Specialists to ensure patients can consistently access their virtual sessions. Your work directly impacts patient retention and clinical outcomes. What you'll do - Provide real-time technical support during patient sessions via phone and chat (tablet connectivity, Zoom audio/video, app navigation, device troubleshooting) - Conduct tablet setup calls for newly enrolled patients — walking them through unboxing, charging, WiFi connection, app login, and test Zoom sessions - Handle tech callback requests from clinicians when patients experience mid-session technical issues - Troubleshoot common issues: WiFi/internet connectivity, Apple ID and account access, Zoom permissions (camera, microphone), app crashes, browser compatibility for BYOD patients, device reboots and updates - Coordinate loaner tablet shipments and returns for patients with persistent device issues - Use remote device management tools to diagnose and resolve tablet issues without requiring patient action - Document all tech interactions in our task management system (Aviary Platform) with clear resolution notes - Identify recurring tech patterns and escalate systemic issues to the Product/Engineering team - Collaborate with Enrollment to ensure BYOD patients complete pre-session tech checks (audio, video, permissions) before their Initial appointment - Maintain internal knowledge base of common troubleshooting steps and patient-facing guides Qualifications - 1+ year in a help desk, tech support, or customer-facing IT role - Exceptional patience and empathy — you will regularly work with elderly patients who are not tech-savvy, may be hard of hearing, or frustrated. Your tone matters as much as your technical skill. - Strong troubleshooting instincts: you can diagnose whether an issue is WiFi, device, app, or user error within minutes - Comfortable with: iPads/iOS, Android tablets, Windows/Mac basics, Zoom, WiFi networking fundamentals, browser troubleshooting - Excellent verbal communication — you can explain "go to Settings > WiFi > tap your network name" to someone who has never used a tablet before - Reliable internet connection and quiet workspace for phone-based support - Available M-F during core hours (flexible scheduling between 10am–8pm ET; shift preference discussed at hire) Requirements - Experience in healthcare, telehealth, or patient-facing technology support - Familiarity with remote device management (MDM) tools - Experience with Zoom administration or troubleshooting at scale - Basic familiarity with Slack (team communication) and task management platforms - CompTIA A+ or similar certification (not required, but valued) - Bilingual English/Spanish (significant plus given patient demographics) Benefits - Compensation: $22-$25 per hour - Fully Remote work structure - Full-Time schedule; 40 hours per week; Mon–Fri between 10:00am–8:00pm ET Company Description Aviary Health is a CMS-approved virtual Intensive Cardiac Rehabilitation (ICR) provider serving thousands of patients nationwide. Our patients — typically older adults recovering from cardiac events — attend virtual exercise sessions, 1:1 check-ins, and group education classes via tablet or personal device. Technology is the bridge between our clinical team and our patients' health outcomes, and we need someone who can make that bridge seamless.

Role Description The Insurance Verification Specialist will review patient insurance information and verify in advance the treatments that their policies will cover. They then call insurance companies and send the proper documentation to verify authorizations for procedures which require them. - Enter data and validate patient information. - Research and correct invalid or incorrect patient demographic information such as invalid insurance policy number to ensure proper billing. - Determine member benefit coverage. - Monitor and verify insurance information for individual patient visits and procedures. - Communicate with patients about co-pays, benefits, coverage, and care authorization. - Contact providers with authorization, denial, and appeals process information. - Assist in educating and act as a resource to the scheduling department. - Work and assist with the billing department in researching and resolving rejected, incorrectly paid, and denied claims as requested. - Respond professionally to all inquiries from patients, staff, and payors in a timely manner. - Accurately document patient accounts of all actions taken. Qualifications - Strong work ethic and sound judgment. - Proven written and verbal communication skills. - Natural curiosity to pursue issues and increase expertise. - Demonstrated knowledge of insurances. - Two to four years related experience and/or training in insurance verification. - Two to four years of experience in medical billing. - Two to four years of experience in authorizations. - Knowledge of CPT and ICD10 codes. - Excellent computer, multi-tasking and phone skills. - The ability to work well under pressure (most of the paperwork is time sensitive). - Must successfully pass a background check. Requirements - In accordance with HIPAA, this position must maintain the confidentiality of the patient in all circumstances as well as company confidentiality. - Ensures the confidentiality of data collected and stored is maintained. Additional Information This description is intended to provide basic guidelines for meeting job requirements. Responsibilities, knowledge, skills abilities, and working conditions may change as needs evolve. Note: This is a 1099 contractor position.

Role Description The Care Coach conducts regular patient outreach, monitors symptoms and clinical status, provides education on Heart Failure self-management, identifies barriers to care, and facilitates timely escalation of clinical concerns when appropriate. Through ongoing coaching, support, and education, the Care Coach helps patients build the knowledge, confidence, and healthy behaviors necessary to successfully prepare for and transition into Aviary Health's Virtual Cardiac Rehabilitation Program. This role plays a critical part in improving patient outcomes, reducing avoidable hospitalizations, and ensuring patients are engaged, informed, and clinically prepared throughout their Heart Failure journey. Key Responsibilities - Conduct telephonic and virtual care management for patients with heart failure. - Review and assess patients' medical, functional, and psychosocial needs remotely. - Reinforce heart failure self-management education. - Coordinate care transitions between healthcare providers and settings. - Manage an agreed-upon roster of patients each week, ensuring care management activities are completed in a timely manner. - Collaborate with providers, specialists, and care teams to optimize patient care. - Schedule and manage follow-up appointments. - Assist in supporting care transitions and reducing hospital readmissions. - Educate patients and families about heart failure management and available resources. - Support patients in self-management and behavior modification interventions. - Conduct motivational interviewing to encourage lifestyle changes. - Maintain accurate and timely documentation in electronic health records (EHR). - Ensure services are provided in accordance with Care Management program requirements and protocols. - Adhere to applicable confidentiality, privacy, and data security requirements. Qualifications - Bachelor's degree in Nursing, Exercise Science, or a related healthcare field. - Licensed Practical Nurse (LPN), Certified Exercise Physiologist preferred. - Current CPR certification. - Minimum of 2 years of experience in chronic care management or a related healthcare setting. - Experience working with patients with cardiovascular disease and heart failure is preferred. - Experience working with older patient population. - Strong knowledge of cardiovascular disease and heart failure management. - Excellent communication and interpersonal skills. - Ability to work independently and as part of a healthcare team. - Proficiency in using electronic health records and other healthcare technology. Work Environment - This is a fully remote position, allowing flexibility in work location. - Must have a reliable internet connection and a suitable home office environment. Note: This is a 1099 Contractor position only.

• Lead Generation & Qualification: Initiate high-volume outbound cold/warm calls and promptly respond to inbound inquiries to identify and qualify potential opportunities. • Value Proposition & Pitching: Educate prospective clients or users on the program, emphasizing core benefits and features, effectively handling objections, and driving conversions. • Pipeline Management: Ensure timely, disciplined follow-up with all warm leads and prospects expressing interest to build trust and maximize conversion rates. • Technical Onboarding: Assist prospects in navigating our platform application and/or website, troubleshooting initial technical hurdles to ensure a seamless onboarding experience. • Data Integrity: Accurately record and maintain critical prospect information, qualification details, and detailed call notes within our CRM system. • Quota Achievement: Consistently meet or exceed weekly and monthly Key Performance Indicators (KPIs) and pipeline targets. • Content Delivery: Strategic distribution of educational and marketing materials to interested prospects through email and other digital communication channels. • Market Expertise: Stay informed about industry trends, developments in cardiac rehabilitation, and internal product updates to optimize pitch effectiveness.

Role Description The Clinical Chart Abstractor will be responsible for reviewing the patient EMR records of cardiac recovery patients to determine medical eligibility/ineligibility for Aviary Health. This role serves as the frontline clinical resource for Care Team members by monitoring and responding to real-time clinical questions. - Providing daily clerical support to enrollment team by reviewing patient charts for medical eligibility/ineligibility - Identifying current cardiac rehab referral orders or creating cardiac rehab referral orders when needed - Communicating patient eligibility and ineligibility to enrollment team through concise documentation within appropriate platforms - Review clinical questions submitted by cardiac therapists in SBAR format (Situation, Background, Assessment, Recommendation), ensuring all necessary information is present - Assess the clinical scenario using established Exercise Protocols and ClearTriage protocols - Provide clear, protocol-aligned clinical guidance back to the CT in a timely manner - Special projects as needed This position requires the ability to learn and retain a broad base of knowledge concerning all examinations and make quick, independent decisions using good judgment. Qualifications - 3-5 years of clinical experience in cardiac care, exercise physiology support, or chronic disease management - EPIC or general EMR: 3 years - Medical terminology: 1 year - Proficient computer skills, including experience with Zoom, Google Suite, and EMR experience - Strong written and verbal communication skills - Active RN or LPN license - Experience with ClearTriage or similar telephone/virtual triage systems - Strong clinical assessment, triage, and analytical skills Requirements - Citrix - EPIC access RTE - Google Suite - Zoom - Teams (required for GHS Epic training) - Requires reliable internet connection and a quiet workspace suitable for joining live patient sessions SOPs - Clinical eligibility check process - Inclusion/exclusion list - Decision tree - ICD code list - tonic macros *Note: This is a 1099 contractor position