Patient Success Advocate - Weekdays

About this role

Cadence is the clinical AI company automating the treatment of chronic disease. Its Clinical Intelligence takes on the routine, high-volume work of chronic care – monitoring patients, surfacing risks, and coordinating action – so clinicians can focus on the decisions that require them. Grounded in partnerships with more than 20 leading health systems, deep EMR integrations, dedicated medical group, and experience serving a population of more than 100,000 patients, the system learns from real-world care delivery, improving as it scales. Cadence has been recognized by TIME as one of the Top 100 HealthTech Companies and by LinkedIn as a Top Startup (#4, 2025).

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…