Patient Success Advocate - Weekends

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. The anticipated OTE range for this role is $23 - $25 per hour, based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation. This position is remote and based in the United States.

Responsibilities

Handle incoming patient inquiries via phone, email, and chat, addressing inquiries, troubleshooting technical issues, rescheduling appointments, and providing solutions in a timely manner; Provide administrative assistance to clinicians; Educate customers on the features, functionalities, and benefits of Cadence technology products and services; Conduct follow-up communication to ensure issues have been resolved satisfactorily and gather feedback; Escalate patient concerns to the necessary care delivery teams; 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; Document patient interactions accurately across applicable systems to support care team visibility and continuity of care; Other job related duties may be assigned by management

Requirements

Multi-channel (voice, email, SMS) help desk experience where you interact directly with the consumer; 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; 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; Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation; Availability on one of the following schedules: Saturday, Sunday, Wednesday, and Thursday (1:00 PM to 12:00 AM Eastern Time) or Saturday, Sunday, Monday, and Tuesday (7:00 AM to 6:00 PM Eastern Time)

Nice to have

Experience with Zendesk; Remote patient monitoring support experience

Benefits

Competitive pay & equity; Fully remote; Comprehensive health coverage: Medical, dental & vision; Paid time off; 401k plan + matching; Paid parental leave; Home office stipend