Patient Success Advocate
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 will be required to work Monday - Friday 8am to 5pm Pacific or Mountain time zone
WHAT YOU’LL DO:
- 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.
WHAT YOU’LL NEED:
- Multi-channel (voice, email, SMS) help desk experience where you interact directly with the consumer. Experience with Zendesk is a plus.
- Experience in a customer-facing healthcare related field (advocacy, health system, insurance) providing incredible service and helping patients/members navigate the complex healthcare system.
- Remote patient monitoring support experience is a plus.
- Previous experience working in a metrics-driven position.
- An Active Certification as a Medical Assistant from an accredited association (AAMA, NCMA, NHA, NCCT, AMT, NCCA) is a plus.
- Experience working with Medicare patients.
- Ability to problem solve, ask probing questions, and troubleshoot.
- Prior experience working in a remote work environment.
- Ability to represent Cadence and become a building block of an amazing culture and future.
- Willingness to receive and provide feedback with positive intent.
- Ability to identify trends and raise them proactively, ideally with suggestions or solutions.
- Eagerness to continue to learn and grow.
WHO WE ARE
- Seeks responsibility — can be trusted and empowered to make decisions and deliver results.
- Loves rolling-up sleeves and going from 0 to 1 — everyone, no matter how senior, contributes meaningfully.
- Extraordinarily candid — delivers and receives feedback with integrity.
- Exceeds expectations — goes above and beyond for co-workers, patients, clinicians, hospitals, and communities.
- Never satisfied — keeps iterating & improving and embraces a growth mindset.
- Values speed & quality — understands that both can be done!
WHAT YOU’LL GET:Cadence recognizes the unique needs of its diverse, distributed workforce and seeks to provide an inclusive work environment for its world-class clinicians and technologists.
- Company culture is all about impact, shared growth mindset, empowerment, and integrity.
- An opportunity to help improve the quality of life of millions of Americans.
- Unique chance to support the development of an amazing product; Cadence’s in-house clinicians are our super users and beta testers.
- Competitive salaries and quarterly incentives.
- Medical, dental, and vision insurance.
- OneMedical (in-person primary care), TelaDoc (virtual primary care), and TalkSpace (online mental health services) memberships.
- Discounted Peloton memberships.
- Competitive PTO
- 401K and 401K match
- Onboarding stipend for remote equipment and home office setup
- Paid Parental Leave.
- Charitable Donation Match program.
- Expected compensation range: $20-$22 per hour
- Location: Remote
- Working Hours: Central, Pacific, or Mountain time zone, 8am to 5pm local time.