Patient Success Advocate - Weekends
About The Position
Cadence is hiring a Patient Success Advocate to support patients and partners participating in its remote monitoring program across multiple channels. The role handles incoming patient inquiries, provides administrative assistance to clinicians, and carries out patient engagement and retention initiatives. The position is remote and based in the United States. Candidates must be available for one of two schedules: Saturday, Sunday, Wednesday, and Thursday from 1:00 PM to 12:00 AM Eastern Time; or Saturday, Sunday, Monday, and Tuesday from 7:00 AM to 6:00 PM Eastern Time. The role includes helping patients use Cadence technology, addressing inquiries and technical issues, coordinating follow-up, escalating concerns to care delivery teams, and accurately documenting interactions. AI-assisted tools are used to draft patient communications and summarize calls, with the advocate applying independent judgment to ensure accuracy and appropriateness.
Requirements
- Experience in a multi-channel consumer help desk environment, including voice, email, and SMS.
- Experience in a customer-facing healthcare-related field, such as advocacy, a health system, or insurance, providing high-quality service and helping patients or members navigate healthcare.
- Experience working with Medicare patients.
- Previous experience in a metrics-driven position.
- Ability to problem-solve, ask probing questions, troubleshoot, identify trends, and raise them proactively, ideally with suggestions or solutions.
- Prior 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 the standards are met.
- Willingness to receive and provide feedback with positive intent, and eagerness to learn and grow.
- Availability for one of the two specified four-day schedules, which include weekend shifts.
Nice To Haves
- Experience with Zendesk.
- Remote patient monitoring support experience.
- Fluency with AI productivity tools such as Gemini, Notion AI, or comparable platforms, and comfort applying them to structured workflows, reporting, and process documentation.
Responsibilities
- Assist customers professionally by phone, email, and chat, addressing inquiries, troubleshooting technical issues, rescheduling appointments, and providing 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, gather feedback, and provide additional assistance when needed.
- Escalate patient concerns to the appropriate care delivery teams so complex issues are handled promptly.
- Execute 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 in applicable systems to support care team visibility and continuity of care.
Benefits
- Competitive pay and equity.
- Comprehensive medical, dental, and vision coverage.
- Paid time off.
- 401(k) plan with matching.
- Paid parental leave.
- Home office stipend.
- Potential eligibility for incentive compensation.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
