Patient Engagement Specialist

About usImplicity 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.More than a decade later, 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 solutionsSupporting more than 100,000 patients worldwideAt 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.Why Implicity?Patients receive higher-quality, more proactive carePhysicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatmentHealthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute interventionReady to get started?We'd love to connect.Job and recruitment contextPosition SummaryThe 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, USEssential Duties and ResponsibilitiesPatient OnboardingConduct 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 ManagementDaily 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 PatientsConduct scheduled reminder calls for patients using inductive/manual transmission systems.Support patients throughout the transmission process when needed.Ad Hoc Patient OutreachContact patients to request unscheduled/manual transmissions as directed by healthcare providers or monitoring workflows.Documentation and ComplianceAccurately 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 CoordinationCommunicate effectively with clinical teams regarding patient status and transmission issues.Collaborate with physician offices, clinic staff, and internal departments to resolve patient concerns.Required QualificationsHigh 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 QualificationsAssociate's or Bachelor's degree in healthcare administration, communications, or related field.Knowledge of EMRs/EHRs and CRM systems.Bilingual language skills.Knowledge, Skills, and AbilitiesExceptional customer service and patient engagement skills.Strong telephone communication and active listening skills.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.Key Performance Indicators (KPIs)Welcome call completion rateConnectivity restoration rateSuccessful transmission completion rateDocumentation accuracyService-level agreement (SLA) adherencePhysical RequirementsProlonged 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 process1° Screening interview (either HR or Manager)2° Job interview with Krissy (Head of Customer Success US), your future manager3° Final interview with C-Level (Arnaud, CEO or Lucie, COO)4° Reference check and posible background checkDepending on your availabilities, the recruitment process should last less than 4 weeks.SalaryFor this job (permanent - full time), you'll get a competitive salary depending on your experience $70-80k10% variable pay based on annual objectivesBenefitsExtensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents)401K : up to 4% match25 PTO + 9 bank holidaysMaternity (paternity) leave policy: 4 weeks (2 weeks) fully paid