Patient Communication Specialist

JOB SUMMARY

The Patient Communication Specialist plays a vital role in supporting patients with implanted cardiac devices by providing exceptional education and service. This position involves making and receiving calls to assist with remote monitor equipment, following up on overdue transmissions, and ensuring compliance with CMS guidelines and PaceMate standards. The specialist will track and manage data, maintain accurate records, and collaborate with team members to ensure seamless patient care.
The Patient Communication Specialist ensures that patients receive the support they need for their implanted cardiac devices, enhancing their overall care experience through effective communication and diligent follow-up.

ESSENTIAL FUNCTIONS

1. Patient Support and Communication

• Make and receive calls to assist patients with their implanted cardiac device remote monitors.

• Follow up with repeated calls as needed to obtain remote transmissions.

• Monitor internal database to identify and assist patients with disconnected transmitters or overdue transmissions.

• Display empathy and provide excellent service to patients and customers.

2. Compliance and Scheduling

• Adhere to CMS guidelines and PaceMate standards for cardiac device remote monitoring scheduling.

• Communicate electronically with customers regarding patient situations.

3. Data Management

• Accurately track and submit calling and scheduling data.

• Maintain detailed records of patient interactions in the internal database.

4. Collaboration

• Coordinate with team members to ensure seamless patient care and support.

• Provide feedback for process improvements.

• Demonstrate ability to work autonomously, multi-task, organize, and prioritize work.

• Collaborate with internal departments to meet customer's needs.

• Assist leadership with projects as directed.

QUALIFICATIONS & SKILLS:       

• Excellent verbal and written communication.

• Strong organizational and multitasking abilities.

• Ability to display empathy and patience.

• Proficiency in electronic communication tools and database systems.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma/GED required; College or technical degree, health care related certification and or equivalent experience preferred.

• Demonstrated ability to always remain professional and courteous with customers.

• Basic cardiology knowledge, cardiology, electrophysiology, or cardiac device experience preferred.

• Excellent internet and technology skills required; Experience with EHR (Electronic Health Record) and or Remote Monitoring website data entry and scheduling tools preferred.

• Experience working effectively and productively within a remote environment preferred.

• Flexibility to work occasional evenings, holidays, and weekends as needed.

REQUIRED EQUIPMENT

• Must have access to stable, reliable internet service

Company Description: 

PaceMate™ is a complete, fully automated, vendor-neutral software + expert-service solution, filtering data into clinically actionable information and providing customized alert triage 24/7/365, as well as automated coding and claim prep. Cloud-based. Secure. Compliant. For more information about PaceMate™, visit pacemate.com.
PaceMate offers those employees working full-time a robust compensation and benefit package to include Health and Prescription coverage, Dental, Vision, Long-Term Disability, Short-Term Disability, AD&D, Flexible Spending Account, Healthcare Savings Account, 401k Retirement Savings, Discount Program, Employee Assistance Program, Financial Wellness Program, Paid Time Off, Legal Insurance, Hospital Indemnity, Critical Illness, and Accident Coverage.

About PaceMate

Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate offers the most comprehensive remote cardiac monitoring solution in the industry. PaceMateLIVE is the only clinical dashboard with user-friendly integrations for all implantable cardiac devices, ambulatory monitors, consumer ECGs, and heart failure products. PaceMate’s Auto-Triage™ prioritizes patients based on clinician-customized standards—not device alerts—resulting in a substantial reduction in alert burden. With the most live connections through EHR-partnered integrations across Epic, Cerner, and Athenahealth, PaceMate offers a true, vetted, and validated industry-leading solution for interoperability: ensuring bi-directional data transfer for more accurate reporting, streamlined workflows, and one-click billing. PaceMate’s software-only, concierge on-demand, and full-service offerings deliver a flexible, customized solution for cardiac practices. Visit PaceMate.com to learn how one platform is transforming the future of digital health.