Patient Success Advocate - Evening Shift
About The Position
Cadence is hiring a Patient Success Advocate to provide comprehensive support to patients and partners participating in its remote monitoring program. The role handles incoming patient inquiries, provides administrative assistance to clinicians, and carries out patient engagement and retention initiatives. Support is delivered through phone, email, and chat, with responsibilities including troubleshooting, appointment rescheduling, patient education, follow-up, escalation of patient concerns, and documentation. The position also involves drafting patient communications and summarizing calls with AI-assisted tools, using independent judgment to ensure accuracy and appropriateness. This is a remote position based in the United States. The schedule is Monday through Friday, with scheduled hours of either 3:00 PM–12:00 AM or 2:00 PM–11:00 PM Eastern Time. Compensation is an anticipated OTE of $20–$22 per hour, with possible incentive compensation. Actual compensation depends on factors including experience, skills, internal equity, and applicable law.
Requirements
- Experience in a multichannel help desk role (voice, email, or SMS) involving direct consumer interaction.
- Experience in a customer-facing healthcare-related field, such as advocacy, a health system, or insurance, helping patients or members navigate the healthcare system.
- Experience working with Medicare patients.
- Previous experience in a metrics-driven position.
- Ability to problem-solve, ask probing questions, troubleshoot, identify trends, and proactively raise them, ideally with suggestions or solutions.
- Previous experience working remotely.
- A home office setup with consistently stable Wi-Fi and strong upload and download speeds; a Wi-Fi speed test is required before the interview process to verify these standards.
- Willingness to receive and provide feedback with positive intent, and eagerness to continue learning and growing.
- Fluency with AI productivity tools such as Gemini, Notion AI, or comparable platforms, and comfort applying them to structured workflows, reporting, and process documentation.
Nice To Haves
- Experience with Zendesk.
- Remote patient monitoring support experience.
Responsibilities
- Assist customers by phone, email, and chat with inquiries, technical troubleshooting, appointment rescheduling, and timely solutions.
- Educate customers about Cadence technology products and services so they can make effective use of medical devices.
- Follow up with customers to confirm issues have been resolved, collect experience feedback, and offer additional assistance as needed.
- Escalate patient concerns to appropriate care delivery teams so complex issues are addressed promptly and efficiently.
- Carry out patient engagement and retention initiatives for the Cadence remote monitoring program.
- Draft patient communications and summarize call interactions using AI-assisted tools, applying independent judgment to ensure accuracy and appropriateness.
- Accurately document patient interactions across applicable systems to support care team visibility and continuity of care.
- Perform other job-related duties assigned by management.
Benefits
- Competitive pay and equity.
- Medical, dental, and vision coverage.
- Paid time off.
- 401(k) plan with matching.
- Paid parental leave.
- Home office stipend.
- Fully remote work.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
