Patient Success Advocate

Across the United States, 6 in 10 adults – or 133 million Americans, live with one or more chronic conditions. Chronic disease is today’s leading cause of death and disability in the US and the leading driver of the nation’s $4.1 trillion in annual healthcare costs. Patients who live with chronic conditions require far more touch points than our primary care physicians have time to deliver and the result is countless health emergencies and costly ER visits that could be prevented. Workforce shortages and lack of technologies make it difficult to give patients the attention they need.

At Cadence, our mission is to deliver life-changing care to over one million patients living with chronic disease by the end of the decade. We mitigate the impact of chronic disease by using technology and a world-class clinical team to remotely monitor, manage, and support patients at home. Together with our growing network of health system partners, we deliver guideline-directed care to tens of thousands of patients today while producing best-in-class clinical outcomes.

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.

This role will be required to work Monday - Friday 8am to 5pm Pacific or Mountain Time Zone.

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.
• 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.
• An Active Certification as a Medical Assistant from an accredited association (AAMA, NCMA, NHA, NCCT, AMT, NCCA) is a plus.
• 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.

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 is 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.
• Discounted Peloton memberships.
• Competitive PTO
• 401K and 401K match
• Onboarding stipend for remote equipment and home office setup
• Paid Parental Leave.
• Charitable Donation Match program.
• Expected compensation range: $20-$22 per hour ($45k-$55k OTE)
• Location: Remote

We are committed to equal opportunity and fairness regardless of race, color, religion, sex, gender identity, sexual orientation, nation of origin, ancestry, age, physical or mental disability, country of citizenship, medical condition, marital or domestic partner status, family status, family care status, military or veteran status or any other basis protected by local, state or federal laws. Cadence provides reasonable accommodations to applicants and employees with a qualifying disability or conflict with a sincerely held religious belief unless doing so would cause undue hardship or fail to eliminate a direct threat.

*A notice to Cadence applicants: Our Talent team only directs candidates to apply through our official careers page at https://www.cadence.care/our-team. Cadence will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. We receive all applications through our website and anyone suggesting otherwise is not with Cadence.