[Hiring] Senior 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

This role will be required to work Monday - Friday 9:00AM - 6:00PM EST.

• 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.
• Serve as the subject matter expert for all billing operations, including copays, billing codes, and related processes.
• Support team supervisors in managing patient disenrollment workflows and conducting audits to ensure accuracy and compliance.
• Pull daily, weekly and monthly disenrollment reports for auditing. Delegate disenrollment amendments to the respective Patient Success team members.
• Process disenrollments daily, and monitor the disenrollment queue to clear it out daily.
• Handle and resolve patient escalations related to billing or disenrollment with professionalism and empathy.
• Provide education and guidance to Patient Success team members on billing and disenrollment procedures, ensuring adherence to best practices and process consistency.

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.
• 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.
• 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.
• To ensure that our teams have the necessary tools for a successful 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.
• Remote patient monitoring support experience is a plus.
• Solid understanding and knowledge on healthcare billing and insurance.
• Comfort working with Google Suite (documents, slides, etc.), Notion, or similar platforms.

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.
• Medical, dental, and vision insurance.
• TelaDoc (virtual primary care).
• 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.
• Expected compensation range: $25-$27/hr.
• Location: Remote.