Note: The job is a remote job and is open to candidates in USA. Cadence Health is dedicated to improving healthcare for seniors through proactive care. The Patient Success Advocate will provide comprehensive support to patients in the remote monitoring program, handling inquiries and assisting clinicians to enhance patient engagement and retention.
Responsibilities
- 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
Skills
- 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
- 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
- Experience with Zendesk is a plus
- Remote patient monitoring support experience is a plus
Benefits
- 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
Company Overview
Cadence is the support system for health systems, clinicians and patients, bringing effortless care into people’s homes. It was founded in 2020, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.cadence.care/.
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