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.   

We have several options available for this full-time position (40 hours). During the first 2-3 weeks of onboarding/training, you will be required to work Mon-Fri between 9am - 6pm EST OR 10am - 7pm EST before transitioning your set shift. 

• 1 weekend day + 3 week days of your choice  (9am - 8pm EST)
• Saturday, Sunday + 2 week days of your choice  (9am - 8pm EST)
• Saturday, Sunday + 3 week days of your choice (10am - 7pm EST)

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.  
• To ensure that our clinicians 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.
• 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.
• 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.
• Can support our patients during the following hours: 9am - 8pm EST Sat/Sun, 10am - 9pm EST Mon/Tues

WHO WE ARE:

At Cadence, we care. We care for patients in their homes seamlessly using technology. We deliver personalized, accessible care that makes a meaningful impact on patients’ health. We believe that all chronic disease patients - regardless of zip code - deserve access to the best possible care.

Care is at the core of everything we do.The most important people at Cadence are the people who take care of our patients, our caregivers: nurse practitioners, registered nurses, medical assistants, patient success coordinators, and more. The patient-centric team at Cadence is reliable, responsive, warm, and knowledgeable. We hold ourselves to a high bar to deliver a memorable patient experience; a level of care that we all want for our own family members.

At Cadence, unlike most traditional healthcare settings, things change rapidly and that necessitates employees who embrace technology and are committed to helping build an even better service for patients and partner providers than we have today. If you are passionate about putting patients first and changing the way care is delivered in America, join us at Cadence! Together, we’ll make a meaningful impact on the lives of those we serve.

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 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
• 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: $20-$22/hr ($45k-$55k OTE)
• Location: Remote