Patient Engagement Specialist

Implicity; New York, Northern (NY, KY); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Dental & Vision coverage

401K matching

PTO + holidays

Parental leave

Job summary

Implicity is expanding in the U.S. and seeks a Patient Engagement Specialist to educate patients on remote monitoring, manage connectivity, and perform routine outreach. You will work with remote monitoring technicians and clinical staff to keep patients connected and engaged in monitoring programs.

The role requires patient focus, organization, and the ability to provide clear technical guidance while delivering excellent customer service. Direct report: Krissy, Head of Customer Success, US.

Qualifications

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

Responsibilities

• Welcome calls for newly enrolled patients; educate on remote monitoring.
• Daily monitoring of connectivity and transmission status; troubleshoot.
• Scheduled reminder calls for inductive/manual transmission systems.
• Ad hoc outreach for unscheduled transmissions as directed.
• Document all patient interactions; ensure HIPAA compliance and audit readiness.
• Coordinate with clinical teams to resolve patient concerns.

Skills

Customer service

Healthcare call center

Cardiac device monitoring

Communication skills

HIPAA knowledge

MS Office

Education

High school diploma

Associate's or Bachelor's degree in healthcare

Tools

CRM systems

EMRs/EHRs

Job description

About us

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.

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 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.

Why Implicity?

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.

Job and recruitment context

Position Summary

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

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

• 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

• Associate'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 Abilities

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

Physical Requirements

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.

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