Patient Success Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver professional and courteous support to customers through phone, email, and chat, handling inquiries, resolving technical issues, rescheduling appointments, and offering solutions promptly.

• Inform customers about the features, functionalities, and advantages of Cadence technology products and services, empowering them to optimize their use of medical devices.

• Perform follow-up communications with customers to confirm that issues have been satisfactorily addressed, collect feedback, and provide further assistance.

• Refer patient concerns to the appropriate care delivery teams.

• Implement patient engagement and retention strategies within the Cadence remote monitoring program.

• Compose patient communications and summarize call interactions utilizing AI-assisted tools, exercising independent judgment for accuracy and appropriateness.

• Accurately document patient interactions across relevant systems to enhance care team visibility and ensure continuity of care.

⛳️ Requirements

• Experience in multi-channel (voice, email, SMS) help desk roles with direct consumer interactions; familiarity with Zendesk is an advantage.

• Background in a customer-facing healthcare-related position, such as advocacy, health systems, or insurance.

• Proven experience assisting patients or members in navigating the complexities of the healthcare system.

• Experience working with Medicare patients.

• Previous involvement in a metrics-driven role.

• Strong problem-solving skills, including the ability to ask probing questions, troubleshoot, identify trends, and proactively offer suggestions or solutions.

• Prior experience in a remote work setting.

• Home office setup with reliable Wi-Fi and robust upload and download speeds; a Wi-Fi speed test will be required before the interview process.

• Openness to receiving and providing constructive feedback.

• Proficiency with AI productivity tools like Gemini, Notion AI, or similar platforms, and comfort in applying them to structured workflows, reporting, and process documentation.

• Availability on Saturday, Sunday, Wednesday, and Thursday, from 9:00 AM to 8:00 PM Eastern Time.

🏝️ Benefits

• Competitive pay & equity*

• Fully remote

• Comprehensive health coverage: Medical, dental & vision

• Paid time off

• 401k plan + matching

• Paid parental leave

• Home office stipend