Patient Success Advocate - Weekends

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 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.
• 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.

Schedule Requirements

Schedule Requirements: This role requires availability Friday through Monday. The scheduled hours are 9:00 AM to 8:00 PM Eastern Time.

Qualifications

• Competitive compensation range: $23-$25 per hour, based on role scope, level, and location.
• Benefits & Perks: Competitive pay & equity, fully remote, comprehensive health coverage (Medical, dental & vision), paid time off, 401k plan + matching, paid parental leave, home office stipend.
• Remote patient monitoring support experience is a plus.

Company Information

• Cadence is the clinical AI company automating the treatment of chronic disease.
• Cadence is 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.