Patient Activation Specialist

About the Role

The Patient Activation Specialist will be part of a team that is passionate about delivering exceptional patient care and leveraging technology to improve health outcomes. With a focus on empathy, patience, and technical expertise, this role requires a unique blend of skills to ensure that patients receive the support they need to manage their chronic conditions effectively.

Cadence's innovative approach to healthcare involves pairing patients with dedicated clinical teams, integrating deeply into health system EMRs and workflows, and utilizing its Clinical Intelligence platform to monitor vitals, surface risk early, optimize medications, and close care gaps between visits. As a Patient Activation Specialist, you will be an integral part of this process, working closely with clinical and technical teams to ensure that patients receive comprehensive, proactive care.

What You Will Do

• Own the end-to-end device activation process for new patients, walking them through setup of blood pressure cuffs, weight scales, and blood glucose meters by phone.
• Troubleshoot technical issues and connectivity errors during activation calls, escalating unresolved cases to technical or clinical teams as needed.
• Address patient questions and concerns about the monitoring program, translating technical steps into clear, patient-friendly instructions.
• Coordinate with care teams and technical support to resolve activation issues that require additional intervention.
• Document patient interactions and device activation status accurately to maintain a complete activation record.
• Drive patient engagement with Cadence's care model by reinforcing the value of continuous monitoring at each activation touchpoint.
• Manage a high volume of patient calls daily while maintaining consistent quality and adherence to activation protocols.
• Collaborate with the clinical team to identify opportunities for process improvements and implement changes to enhance the patient experience.
• Stay up-to-date with the latest device technologies and troubleshooting techniques to ensure expertise in supporting patients.

What We Are Looking For

• 2+ years of experience in a customer service, technical support, or patient-facing coordination role, preferably within healthcare or a regulated industry.
• Experience communicating technical or process information clearly to non-technical audiences, by phone and in writing.
• Proficiency with Mac products and standard software tools used for call handling, documentation, and device troubleshooting.
• Ability to manage a structured, high-volume caseload of patient interactions daily.
• Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation.
• Strong problem-solving skills, with the ability to think critically and outside the box.
• Excellent communication and interpersonal skills, with a focus on empathy and patient-centered care.

Nice to Have

• Experience working with electronic medical records (EMRs) and healthcare technology platforms.
• Certification in a related field, such as medical assisting or healthcare management.
• Bilingual or multilingual skills, with the ability to communicate with patients who speak languages other than English.
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.

Benefits and Perks

• Competitive hourly rate.
• Opportunity to work with a pioneering company in the healthcare industry.
• Comprehensive training program to ensure expertise in device technology and troubleshooting.
• Collaborative, dynamic work environment with a team of dedicated healthcare professionals.
• Flexible scheduling and remote work options to support work-life balance.
• Access to the latest technology and tools to support patient care and engagement.
• Opportunities for professional growth and development within the company.
• Recognition and reward programs to acknowledge outstanding performance and contributions.

• Tip: Highlight your experience working with technical devices and troubleshooting common issues to demonstrate your ability to support patients with device activation.
• Develop a strong understanding of the healthcare industry and the role of technology in patient care to show your passion for the field.
• Be prepared to provide specific examples of times when you had to communicate complex information to non-technical audiences, such as patients or family members.
• Show enthusiasm for working in a fast-paced, dynamic environment and highlight your ability to prioritize tasks and manage multiple responsibilities.
• Consider obtaining certifications or training in related fields, such as medical assisting or healthcare management, to enhance your credibility and qualifications.
• Prepare to ask informed questions during the interview, such as the company's approach to patient engagement or the role of AI in healthcare, to demonstrate your interest in the company and the position.
• Tip: Research the company culture and values to ensure alignment with your own goals and expectations, and be prepared to discuss how you can contribute to the team's mission.