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About the Role
The Patient Engagement Specialist (PES) is the primary non-clinical contact for patients in cardiac implantable electronic device (CIED) remote monitoring programs. This role focuses on patient education, managing remote monitoring connectivity, routine patient outreach, and facilitating device transmissions. The PES collaborates with technicians, clinical staff, and device manufacturers to ensure patient connectivity and engagement.
Responsibilities
- 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.
- 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 for equipment replacement or advanced troubleshooting.
- Conduct scheduled reminder calls for patients using inductive/manual transmission systems.
- Support patients throughout the transmission process.
- Contact patients to request unscheduled/manual transmissions as directed.
- Accurately document all patient interactions in designated systems.
- Maintain compliance with HIPAA and organizational privacy standards.
- Ensure documentation is complete, timely, and audit-ready.
- Communicate effectively with clinical teams regarding patient status and transmission issues.
- Collaborate with physician offices, clinic staff, and internal departments to resolve patient concerns.
Requirements
- 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.
- Associate's or Bachelor's degree in healthcare administration, communications, or related field (preferred).
- Knowledge of EMRs/EHRs and CRM systems (preferred).
- Bilingual language skills (preferred).
- Ability to handle sensitive patient information confidentially.
- Problem-solving and troubleshooting capabilities.
- Attention to detail and documentation accuracy.
- Ability to prioritize workload and meet performance goals.
- Understanding of HIPAA and patient privacy requirements.
- Ability to recognize situations requiring clinical escalation.
- 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.
Skills
- Exceptional customer service and patient engagement skills.
- Strong telephone communication and active listening skills.
- Microsoft Office proficiency.
- Healthcare software application proficiency.
Location
- US
Work Type
- Permanent
- Full-time
Experience Level
- 1-2 years
Education Level
- High school diploma or GED
- Associate's or Bachelor's degree (preferred)
Salary/Compensations
- $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
About the Company
- Implicity is a digital MedTech company delivering advanced innovation to cardiologists through Big Data and Artificial Intelligence.
- Our industry-leading cardiac remote monitoring platform simplifies the management of complex clinical data and enables earlier identification of patient issues—helping clinicians deliver the right care at the right time.
- In short, joining Implicity means contributing directly to improved patient outcomes.
- Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur, Implicity has grown into a transformative force in cardiac care.
- This French startup-turned-scale-up is helping shape the future of cardiology on a global scale.
- Over 250 hospitals and medical centers already use Implicity’s solutions
- Supporting more than 100,000 patients worldwide
- At Implicity, you’ll collaborate with experts across data science, engineering, clinical affairs, regulatory, IT, sales, and customer success, all working together toward a shared mission.
- The team has established Implicity as a clear European market leader and is now expanding rapidly in the U.S.
- Patients receive higher-quality, more proactive care
- Physicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatment
- Healthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute intervention.