[Hiring] Patient Success Advocate @Cadence Health

Role Description

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
• Executing patient engagement and retention initiatives

• Fixed weekly schedule with shifts on:
  • Saturdays and Sundays from 9:00 AM to 8:00 PM Eastern Time
  • Mondays and Tuesdays from 10:00 AM to 9:00 PM Eastern Time

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.

Qualifications

• 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.
• 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.

Requirements

The anticipated compensation range for this role is $20-$22 per hour, which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law.

Benefits

• Company culture 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
• Competitive PTO
• 401K and 401K match
• National and local discounts powered by TriNet
• Onboarding stipend for remote equipment and home office setup
• Paid Parental Leave
• Charitable Donation Match program