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Cadence · 9 hours ago

Senior Patient Success Advocate

United States

Full-time

Remote

Senior Level

$25/hr - $27/hr

Cadence Health is focused on delivering proactive care to seniors, aiming to improve health outcomes through technology and clinical support. The Patient Success Advocate will provide comprehensive support to patients in the remote monitoring program, addressing inquiries and facilitating engagement initiatives.

Health CareMedical

Comp. & Benefits

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

Serve as the subject matter expert for all billing operations, including copays, billing codes, and related processes

Support team supervisors in managing patient disenrollment workflows and conducting audits to ensure accuracy and compliance

Pull daily, weekly and monthly disenrollment reports for auditing. Delegate disenrollment amendments to the respective Patient Success team members

Process disenrollments daily, and monitor the disenrollment queue to clear it out daily

Handle and resolve patient escalations related to billing or disenrollment with professionalism and empathy

Provide education and guidance to Patient Success team members on billing and disenrollment procedures, ensuring adherence to best practices and process consistency

Qualification

Multi-channel help desk experienceCustomer-facing healthcare experienceHealthcare billing knowledgeZendeskRemote patient monitoring supportMetrics-driven position experienceTrend identificationEagerness to learnGoogle Suite proficiencyProblem-solving skillsFeedback willingness

Required

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

Solid understanding and knowledge on healthcare billing and insurance

Comfort working with Google Suite (documents, slides, etc.), Notion, or similar platforms