Patient Engagement Specialist
About The Position
The Patient Engagement Specialist (PES) serves as the primary non-clinical point of contact for patients enrolled in cardiac implantable electronic device (CIED) remote monitoring programs. This role focuses on patient education, remote monitoring connectivity management, routine patient outreach, and facilitating timely device transmissions. The PES works closely with remote monitoring technicians, clinical staff of physician practices, and device manufacturers to ensure patients remain connected and engaged in remote monitoring. The ideal candidate is patient-focused, highly organized, and comfortable providing technical support and education while maintaining exceptional customer service.
Requirements
- High school diploma or GED required.
- Minimum 1-2 years of customer service, patient support, healthcare call center, or medical office experience.
- Minimum 1-2 years of experience in cardiac device monitoring, cardiology, electrophysiology, or remote patient monitoring.
- Experience working with device manufacturers such as Medtronic, Abbott, Boston Scientific, or Biotronik.
- Strong communication and interpersonal skills.
- Ability to explain technical information in patient-friendly language.
- Proficiency with Microsoft Office and healthcare software applications.
- Strong organizational and multitasking abilities.
- Ability to work independently in a fast-paced environment.
- Exceptional customer service and patient engagement skills.
- Strong telephone communication and active listening skills.
- Ability to handle sensitive patient information confidentially.
- Problem-solving and troubleshooting capabilities.
- Attention to detail and documentation accuracy.
- Ability to prioritize workload and meet performance goals.
- Understanding of HIPAA and patient privacy requirements.
- Ability to recognize situations requiring clinical escalation.
Nice To Haves
- Associate's or Bachelor's degree in healthcare administration, communications, or related field.
- Knowledge of EMRs/EHRs and CRM systems.
- Bilingual language skills.
Responsibilities
- Conduct welcome calls for newly enrolled patients.
- Educate patients on the purpose and benefits of remote monitoring.
- Ensure patients understand transmission schedules and monitoring expectations.
- Daily monitoring of connectivity and transmission status.
- Identify patients with disconnected or inactive monitors.
- Proactively contact patients to troubleshoot connectivity issues.
- Coordinate with technical support teams when equipment replacement or advanced troubleshooting is required.
- Conduct scheduled reminder calls for patients using inductive/manual transmission systems.
- Support patients throughout the transmission process when needed.
- Contact patients to request unscheduled/manual transmissions as directed by healthcare providers or monitoring workflows.
- Accurately document all patient interactions in designated systems.
- Maintain compliance with HIPAA and organizational privacy standards.
- Ensure documentation is complete, timely, and audit-ready.
- Communicate effectively with clinical teams regarding patient status and transmission issues.
- Collaborate with physician offices, clinic staff, and internal departments to resolve patient concerns.
Benefits
- Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents)
- 401K : up to 4% match
- 25 PTO + 9 bank holidays
- Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
