Patient Success Specialist - Bilingual Spanish/English

Position Summary

The Patient Success Specialist plays a crucial role in delivering a high-quality, empathetic experience for patients enrolled in CloudCath’s CMS-compliant Remote Patient Monitoring (RPM) program. This role combines customer service excellence with meaningful clinical engagement — requiring not just communication skill, but the ability to discuss device-generated data, interpret relevant clinical indicators, and when to escalate technical and medical issues.

Using CloudCath’s FDA approved digital health technology, the Specialist supports patients through onboarding, monthly follow-up calls, device troubleshooting, data review, and coordination of supplies. Candidates with direct patient-facing experience in a clinical setting, particularly in nephrology, dialysis, or chronic kidney disease care are strongly preferred.

This role requires fluency in both medical Spanish and English, and the ability to communicate clearly, compassionately, and professionally with patients, caregivers, and clinical partners.

Key Responsibilities
-Patient Communication & Outreach
-Conduct monthly outbound RPM follow-up calls per CMS billing requirements.
-Perform patient onboarding, expectation-setting, and scheduling of follow-up touchpoints.
-Respond to inbound patient calls regarding device use, clinical data questions, or supply needs.
-Provide clear education on device function, alert processes, monitoring workflows, and relevant clinical context.
-Communicate effectively in English and Spanish using appropriate medical terminology and cultural sensitivity.

Device Management & Troubleshooting
-Coordinate device and supply orders, replacements, and returns.
-Complete first-stage troubleshooting for device questions or technical issues.
-Accurately document device behavior, technical problems, and patient-reported issues.

Documentation & Compliance
-Maintain timely, accurate notes and status updates within CloudCath systems.
-Adhere to HIPAA, CMS, and internal compliance standards for documentation and patient contact.
-Support quality improvement initiatives by reporting trends and accuracy gaps.

Required Qualifications
-Minimum 1 year of direct patient-facing experience in a clinical setting (hospital, dialysis center, physician office, or similar).
-Candidates with virtual-only healthcare experience must have conducted clinical assessments, discussed lab or diagnostic results, or participated in care coordination with patients or caregivers.
-Fluency in medical Spanish and English (spoken and written).
-Strong communication skills, active listening, empathy, and professionalism.
-Ability to work independently with strong time management and attention to detail.

Preferred Qualifications
-Experience in nephrology, dialysis, or chronic kidney disease (CKD) management strongly preferred.
-Experience with remote patient monitoring devices or digital health platforms.
-Familiarity with EHRs and call-management tools.
-Comfort with basic device troubleshooting and remote support workflows.
-Analytical thinking and problem-solving abilities for patient triage and escalation decisions.

Work Environment
-Fully remote position using secure, HIPAA-compliant systems.
-May require flexible scheduling across patient time zones and weekend shifts.