Patient Success Advocate - 4 day Schedule

Cadence Health

1d•Remote

About The Position

The Cadence Health team is currently looking for a Patient Success Advocate to join our dynamic call center environment. As a Patient Success Advocate, you will be responsible for delivering comprehensive support to patients and partners participating in the Cadence remote monitoring program across various channels. Your primary duties will include handling incoming patient inquiries, providing administrative assistance to clinicians, and executing patient engagement and retention initiatives. This role requires availability Saturday and Sunday 9:00 AM - 8:00 PM & Wednesday and Thursday 10:00AM - 9:00 PM Eastern Time.

Requirements

Multi-channel (voice, email, SMS) help desk experience where you interact directly with the consumer.
Experience in a customer-facing healthcare related field (advocacy, health system, insurance) providing incredible service and helping patients/members navigate the complex healthcare system.
Previous experience working in a metrics-driven position.
Experience working with Medicare patients.
Ability to problem solve, ask probing questions, and troubleshoot.
Prior experience working in a remote work environment.
Willingness to receive and provide feedback with positive intent.
Eagerness to continue to learn and grow.

Nice To Haves

Experience with Zendesk is a plus.
Remote patient monitoring support experience is a plus.

Responsibilities

Provide courteous and professional assistance to customers via phone, email, and chat, addressing inquiries, troubleshooting technical issues, rescheduling appointments, and providing solutions in a timely manner.
Educate customers on the features, functionalities, and benefits of our Cadence technology products and services, empowering them to maximize medical device usage.
Conduct follow-up communication with customers to ensure their issues have been resolved satisfactorily, gather feedback on their experience, and provide additional assistance if needed.
Appropriately escalate patient concerns to the necessary care delivery teams, ensuring that complex issues are addressed promptly and efficiently.