Patient Success Advocate - Weekdays

The Role

We're hiring a Patient Success Advocate to deliver 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 requires availability Monday through Friday, with scheduled hours falling within one of the following shifts: 9:00 AM to 6:00 PM Eastern Time, 11:00 AM to 8:00 PM Eastern Time, or 12:30 PM to 9:30 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.
• Execute patient engagement and retention initiatives across the Cadence remote monitoring program.
• Draft patient communications and summarize call interactions using AI-assisted tools, applying independent judgment to ensure accuracy and appropriateness for each patient.
• Document patient interactions accurately across applicable systems to support care team visibility and continuity of care.

These responsibilities are intended to describe the general nature and level of work being performed by personnel assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by personnel in this classification. Other job related duties may be assigned by management.

What You 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; experience working with Medicare patients.
• Previous experience working in a metrics-driven position; ability to problem solve, ask probing questions, and troubleshoot; ability to identify trends and raise them proactively, ideally with suggestions or solutions.
• Prior experience working in a remote work environment; home office setups must have consistently stable wifi with strong upload and download speeds, and a wifi speed test is required before participating in the interview process to verify that these standards are met.
• Ability to represent Cadence and become a building block of an amazing culture and future; willingness to receive and provide feedback with positive intent; eagerness to continue to learn and grow.
• Remote patient monitoring support experience is a plus.
• Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation.

Compensation

The anticipated OTE 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.