Senior Patient Success Advocate

Across the United States, 6 in 10 adults – or 133 million Americans, live with one or more chronic conditions. Chronic disease is today’s leading cause of death and disability in the US and the leading driver of the nation’s $4.1 trillion in annual healthcare costs. Patients who live with chronic conditions require far more touch points than our primary care physicians have time to deliver and the result is countless health emergencies and costly ER visits that could be prevented. Workforce shortages and lack of technologies make it difficult to give patients the attention they need. 

At Cadence, our mission is to deliver life-changing care to over one million patients living with chronic disease by the end of the decade. We mitigate the impact of chronic disease by using technology and a world-class clinical team to remotely monitor, manage, and support patients at home. Together with our growing network of health system partners, we deliver guideline-directed care to tens of thousands of patients today while producing best-in-class clinical outcomes. 

The Cadence Health team is currently looking for a Senior Patient Success Advocate to join our dynamic call center environment. This role will be responsible for delivering comprehensive support to patients and partners participating in our proactive care management program across various channels. Your primary duties will include handling incoming patient inquiries while fostering a seamless, reassuring patient experience at every touchpoint.

This role will be required to work Monday-Friday, 9:00am- 6:00pm CST. 

WHAT YOU’LL DO: 

• Deliver exceptional, concierge-level support to patients via phone, email, and chat—resolving inquiries, technical issues, and appointment changes with professionalism, empathy, and efficiency.
• Serve as a trusted guide, thoughtfully educating patients on the full capabilities and benefits of Cadence, ensuring they feel confident, informed, and empowered in their care journey.
• Proactively follow up with patients to confirm complete resolution of their concerns, invite feedback, and offer continued support—fostering a seamless, reassuring experience at every touchpoint.
• Act with urgency and discretion to escalate patient needs to the appropriate clinical or operational teams, ensuring timely, sensitive, and comprehensive resolution of complex concerns.

WHAT YOU’LL NEED: 

• 3+ years of experience in a 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.
• Prior 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.

WHO WE ARE:

At Cadence, we care. We care for patients in their homes seamlessly using technology. We deliver personalized, accessible care that makes a meaningful impact on patients’ health. We believe that all chronic disease patients - regardless of zip code - deserve access to the best possible care.

Care is at the core of everything we do.The most important people at Cadence are the people who take care of our patients, our caregivers: nurse practitioners, registered nurses, medical assistants, patient success coordinators, and more. The patient-centric team at Cadence is reliable, responsive, warm, and knowledgeable. We hold ourselves to a high bar to deliver a memorable patient experience; a level of care that we all want for our own family members.

At Cadence, unlike most traditional healthcare settings, things change rapidly and that necessitates employees who embrace technology and are committed to helping build an even better service for patients and partner providers than we have today. If you are passionate about putting patients first and changing the way care is delivered in America, join us at Cadence! Togethe