Patient Success Advocate - Evening Shift

Job title: Patient Success Advocate - Evening Shift

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 of 3:00 PM to 12:00 AM or 2:00 PM to 11:00 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 intent; eagerness to continue to learn and grow.

• Remote patient monitoring support experience is a plus.

• Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation.

Compensation

The anticipated OTE range for this role is $20 - $22 per hour, which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law.

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

benefit offerings may vary depending on job profile, job level and worker type

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.

If you require a reasonable accommodation during the hiring process, please contact the appropriate team.

Candidate Privacy Notice & SMS Terms

We use this information to evaluate your qualifications, communicate with you about your application, schedule interviews, provide updates on your candidacy, maintain recruiting records, and consider you for current or future opportunities.

We may share candidate information with internal hiring teams and trusted service providers that support our recruiting process, including our Applicant Tracking System and our text messaging platform, as applicable. These service providers process information on our behalf and in accordance with our instructions.

We retain candidate information for as long as necessary to support our recruiting process, comply with legal obligations, resolve disputes, and maintain appropriate business records.

SMS/Text Messaging Communications

If you provide your mobile phone number and consent to receive text messages, Cadence may contact you by SMS for recruiting-related purposes. These messages may include application status updates, interview scheduling and confirmations, reminders, follow-ups, and offer-related communications.

We do not use recruiting SMS messages for marketing purposes. We do not sell, rent, or share your mobile phone number, SMS opt-in data, or SMS consent with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties, except with service providers that help us deliver recruiting-related SMS communications.

To opt back in, reply START, UNSTOP, or YES. For help, reply HELP.

Carriers are not liable for delayed or undelivered messages. For questions about this notice or how we handle candidate information, please contact the appropriate team.