Patient Engagement Specialist

Patient Engagement Specialist

The Patient Engagement Specialist (PES) serves as the primary non-clinical point of contact for patients enrolled in cardiac implantable electronic device (CIED) remote monitoring programs. This role focuses on patient education, remote monitoring connectivity management, routine patient outreach, and facilitating timely device transmissions. The PES works closely with remote monitoring technicians, clinical staff of physician practices, and device manufacturers to ensure patients remain connected and engaged in remote monitoring.

The ideal candidate is patient-focused, highly organized, and comfortable providing technical support and education while maintaining exceptional customer service. Direct Report: Krissy, Head of Customer Success, US

Essential duties and responsibilities include:

• Patient Onboarding
• Conduct welcome calls for newly enrolled patients.
• Educate patients on the purpose and benefits of remote monitoring.
• Ensure patients understand transmission schedules and monitoring expectations.
• Remote Monitoring Connectivity Management
• Daily monitoring of connectivity and transmission status.
• Identify patients with disconnected or inactive monitors.
• Proactively contact patients to troubleshoot connectivity issues.
• Coordinate with technical support teams when equipment replacement or advanced troubleshooting is required.
• Routine Outreach for Inductive Device Patients
• Conduct scheduled reminder calls for patients using inductive/manual transmission systems.
• Support patients throughout the transmission process when needed.
• Ad Hoc Patient Outreach
• Contact patients to request unscheduled/manual transmissions as directed by healthcare providers or monitoring workflows.
• Documentation and Compliance
• Accurately document all patient interactions in designated systems.
• Maintain compliance with HIPAA and organizational privacy standards.
• Ensure documentation is complete, timely, and audit-ready.
• Escalation and Coordination
• Communicate effectively with clinical teams regarding patient status and transmission issues.
• Collaborate with physician offices, clinic staff, and internal departments to resolve patient concerns.

Required qualifications include:

• High school diploma or GED required.
• Minimum 1-2 years of customer service, patient support, healthcare call center, or medical office experience.
• Minimum 1-2 years of experience in cardiac device monitoring, cardiology, electrophysiology, or remote patient monitoring.
• Experience working with device manufacturers such as Medtronic, Abbott, Boston Scientific, or Biotronik.
• Strong communication and interpersonal skills.
• Ability to explain technical information in patient-friendly language.
• Proficiency with Microsoft Office and healthcare software applications.
• Strong organizational and multitasking abilities.
• Ability to work independently in a fast-paced environment.

Preferred qualifications include:

• Associate's or Bachelor's degree in healthcare administration, communications, or related field.
• Knowledge of EMRs/EHRs and CRM systems.
• Bilingual language skills.

Key performance indicators (KPIs) include:

• Welcome call completion rate
• Connectivity restoration rate
• Successful transmission completion rate
• Documentation accuracy
• Service-level agreement (SLA) adherence

Physical requirements include:

• Prolonged periods of sitting and computer use.
• Frequent use of telephone and headset equipment.
• Ability to work standard business hours with occasional schedule flexibility as needed.

Recruitment process:

• Screening interview (either HR or Manager)
• Job interview with Krissy (Head of Customer Success US), your future manager
• Final interview with C-Level (Arnaud, CEO or Lucie, COO)
• Reference check and possible background check

Salary: For this job (permanent - full time), you'll get a competitive salary depending on your experience $70-80k. 10% variable pay based on annual objectives.

Benefits:

• Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents)
• 401K: up to 4% match
• 25 PTO + 9 bank holidays
• Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid