Patient Success Advocate - 4 day Schedule
$47,840–$52,000 year
RemoteUnited States
Job Summary
Provide courteous, professional assistance to patients and partners via phone, email, and chat, addressing inquiries, troubleshooting technical issues, and rescheduling appointments. Educate customers on Cadence technology features to maximize medical device usage, then conduct follow-up communications to ensure resolution and gather feedback. Appropriately escalate complex concerns to care delivery teams while documenting all interactions accurately across applicable systems. Draft patient communications and summarize call interactions using AI-assisted tools to support care team visibility. Execute patient engagement and retention initiatives within the remote monitoring program. This role requires availability Saturday, Sunday, Wednesday, and Thursday from 9:00 AM to 8:00 PM Eastern Time.
Required Qualifications
- 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
- experience working with Medicare patients
- Previous experience working in a metrics-driven position
- ability to problem solve, ask probing questions, and troubleshoot
- ability to identify trends and raise them proactively, ideally with suggestions or solutions
- Prior experience working in a remote work environment
- home office setups must have consistently stable wifi with strong upload and download speeds
- a wifi speed test is required before participating in the interview process to verify that these standards are met
- Ability to represent Cadence and become a building block of an amazing culture and future
- willingness to receive and provide feedback with positive intent
- eagerness to continue to learn and grow
- Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms)
- comfort applying them to structured workflows, reporting, and process documentation
- This role requires availability Saturday, Sunday, Wednesday and Thursday
- scheduled hours of 9:00 AM to 8:00 PM Eastern Time
Desired Qualifications
- Experience with Zendesk is a plus
- Remote patient monitoring support experience is a plus
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