Patient Technology Support Specialist

Aviary Health; United States; Remote; USD 30,000 - 34,000; Full time

Job summary

Aviary Health, a CMS-approved virtual ICR provider, seeks a Patient Technology Support Specialist to ensure patients can connect to virtual sessions. You will guide elderly patients through setup, fix tablet and app issues, and coordinate loaner devices, all from a fully remote position.

This 1099 contractor role emphasizes patient empathy and clear guidance, with a schedule Mon–Fri 8A-5P ET and nationwide US coverage.

Qualifications

• 1+ year in a help desk, tech support, or customer-facing IT role.
• Exceptional patience and empathy when assisting elderly patients.
• Strong troubleshooting to identify WiFi, device, app, or user error quickly.
• Comfortable with iPads/iOS, Android, Windows/Mac basics, Zoom, and browsers.
• Excellent verbal communication and ability to explain steps clearly.

Responsibilities

• Provide real-time technical support during patient sessions via phone and chat.
• Conduct tablet setup calls for newly enrolled patients and test Zoom sessions.
• Handle tech callback requests from clinicians during mid-session issues.
• Troubleshoot WiFi, Apple ID, Zoom permissions, app issues, and BYOD browser compatibility.
• Coordinate loaner tablet shipments and returns for persistent device issues.
• Use remote device management tools to diagnose and resolve tablet problems.
• Document all tech interactions in Aviary Platform with clear resolution notes.
• Identify recurring issues and escalate to Product/Engineering.
• Collaborate with Enrollment to complete pre-session tech checks for BYOD patients.

Skills

Help desk experience

Empathy

Troubleshooting

Phone/Chat support

Multi-platform support

Clear communications

Tools

Aviary Platform

MDM tools

Zoom

Slack

Job description

Job Title: Patient Technology Support Specialist Classification: 1099 Contractor Work Structure: Fully Remote Schedule/Shift: Mon–Fri; 8A - 5P ET Team: Clinical Operations Reporting to: Senior Program Manager Location: United States Compensation: $22-$25 per hour

About Us: Aviary Health is a CMS-approved virtual Intensive Cardiac Rehabilitation (ICR) provider serving thousands of patients nationwide.

Position Overview

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 elevate 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

Who you are Required

• 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)

Preferred

• 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)

Why This Role Matters

Our patients are elderly adults recovering from heart attacks, bypass surgery, and heart failure. Many struggle with technology. When they can't connect to their session, they miss exercise that strengthens their heart. When they miss too many sessions, they leave the program. When they leave the program, their health outcomes suffer. Every tech call you resolve keeps a patient in the program and on the path to recovery. In this role, you are not just fixing tablets — you are protecting lives.

*Note: This is a 1099 contractor position