Role Description You are a senior UC support expert who thrives in high-impact environments, confidently owning escalations, complex troubleshooting, and customer-critical incidents from start to resolution. You combine deep technical expertise in Microsoft Teams telephony, voice routing, and log analysis with calm, proactive communication that builds trust during high-pressure situations. Above all, you are accountable, solutions-oriented, and driven to deliver strong CSAT, SLA performance, and long-term client stability. This role represents the highest technical escalation point within Managed Services, responsible for resolving complex incidents, guiding troubleshooting strategy, and protecting client stability during critical events. What you will do - Take ownership of escalations from Tier I/II and 3rd-party vendors - Manage standard ticket load & process adherence - Incident resolution per escalation matrix - Standard client maintenance - Ensure client documentation & KB updates - Participate in on-call rotation - Lead MS Teams telephony site builds with service delivery - Call answering – Support line - Mentor junior teammates - Postmortem technical lead for critical customer issues - Assist with training & cross-training - Recommend quarterly process improvements - Participate/prepare for customer meetings - Support ZIRO platform technologies including ZPC and ZPM alongside Microsoft Teams, Cisco UC, and related collaboration systems - Proactive client and internal communication - Join customer calls for escalated issues - Troubleshoot high-impact, multi-user, or site-wide call quality issues - Advanced log analysis - RCA and postmortem ownership Qualifications - Deep expertise in Microsoft Teams telephony (Direct Routing, PSTN/SIP trunks, call flows, migrations) - Advanced troubleshooting capabilities across UC environments - 3+ years of experience in a multi-client fast-paced managed services environment Requirements - Proven ability to manage escalations, adhere to SLAs/SLOs, maintain high-quality documentation, and consistently deliver strong CSAT while balancing ticket load and on-call responsibilities - Both verbal and written skills to confidently lead escalated customer calls, own postmortems and RCA, mentor Tier I/II teammates, contribute to knowledge sharing, and drive at least one meaningful process improvement per quarter - MS-700 certification (or ability to obtain within 90 days) and a continuous learning mindset to support evolving UC platforms including ZPC/ZPM, WebEx, and related collaboration technologies Benefits - Flexible, take what you need PTO - Competitive wages - Company sponsored health, vision and dental plans - Fully remote roles - Home office budget - Company sponsored social events

Role Description The Advanced Scheduler is responsible for developing and supporting the design, development, and optimization of complex staff schedules. This role ensures payroll related coding are aligned with operational needs, compliance, organizational policies, union and regulatory requirements. - Independently addresses issues and design decisions of moderate to high complexity with little or no supervision. - Delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. - Acts as a liaison between business teams, application vendors, and IT for system integration, enhancements, and issue fixes. - Translates complex business needs and makes recommendations. - Provides guidance to the project team and facilitates key project meetings, communications, and working sessions. - Serves as subject matter expert for workforce management and scheduling systems. - Designs, develops, and continuously optimizes complex staff schedules to support operational efficiency, staffing needs, volumes, demand, operational requirements, and labor cost management. - Participates in workforce management configurations, implementations, modifications, and upgrades of time and attendance initiatives. - Conducts configuration and testing for new scheduling features, enhancements, and upgrades. - Ensures data integrity and audit readiness for scheduling, punch data, pay rules, and labor allocation. - Partners with Clinical Operations and other leaders to align scheduling practices with staffing policies, union rules, and productivity targets. - Provides advanced troubleshooting and escalated support for critical scheduling and timekeeping issues. - Creates detailed functional and technical design documents, including test plans, test cases, user training documents, and implementation documentation. - Ensures accurate payroll-related coding within schedules, maintaining compliance with organizational policies, procedures, and regulatory requirements. - Coordinates release management, including configuration changes, regression testing, and migration activities. - Upholds system governance standards and change-control processes. - Delivers system training and guidance for leaders, superusers, and schedulers. - Analyzes complex data or facts and summarizes and presents findings in a compelling way. Qualifications - Bachelor's Degree in Information Systems, Computer Science, Finance, Business Administration or related field. - Five (5) years of experience in UKG PRo WFM advanced scheduling. - Experience leading complex system configurations, upgrades, and cross-functional implementations. - Experience in troubleshooting, root-cause analysis, and translating operational needs into system solutions. - Experience working with payroll, timekeeping, and integrations in a healthcare or union environment. Requirements - Knowledge of payroll systems configuration, payroll structures, and business processes. - Ability to interpret timekeeping data and translate into actionable insights. - Strong time management and organization skills. - Ability to conduct research and analysis, interpret regulations or policies, reach conclusions, and present findings. - Ability to create and maintain strong, professional relationships at different levels of organization and build consensus. - Skilled in effectively handling sensitive and confidential communications and materials. - Ability to work in a matrix environment with multiple stakeholders and clients. - Ability to identify, design, and administer plans that support hospital strategic goals. - Ability to communicate effectively with technical and non-technical audiences. - Advanced MS Office (Word, Excel, PowerPoint, Outlook, Teams). Benefits - Compensation is based on the level and requirements of the role. - Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities. - Typically, new team members join at the minimum to mid salary range. - Minimum to Midpoint Range (Hourly): $58.28 to $75.76

Role Description The Room and Board Billing Specialist is responsible for the accurate and timely billing, invoicing, collections, and accounts receivable management of Hospice Room and Board services and related Medicaid reimbursement. This position plays a key role in supporting the revenue cycle by ensuring: - Accurate claim submission - Timely reimbursement - Compliance with payer requirements - Effective management of facility accounts The specialist collaborates closely with Billing, Intake, and Authorization teams to maintain operational excellence, support process improvement initiatives, and deliver exceptional service to internal and external partners. How you will make an impact: - Utilize Homecare Homebase (HCHB), Medicare DDE, Medicaid systems, payer portals, and clearinghouse software to support accurate and timely billing operations. - Maintain proficiency with billing systems and reporting tools to ensure effective revenue cycle performance. - Perform facility rate conversions and maintain accurate reimbursement rates, including monitoring nursing facility Medicaid rate changes. - Audit monthly eligibility verification and confirm payer eligibility and coverage for Room and Board services. - Maintain accurate facility census information and process invoices, account reconciliation, and Applied Income reporting within HCHB. - Serve as a primary point of contact for facility partners, responding to inquiries related to billing, payments, reimbursement, and account activity, and distributing weekly remittance advices. - Monitor and manage departmental communications, including email, phone inquiries, and Microsoft Teams, while maintaining an organized workload. - Provide cross-functional support to Intake and Authorization teams to ensure continuity of operations. - Participate in departmental meetings and contribute to process improvement and workflow optimization initiatives. - Ensure compliance with Medicare, Medicaid, Managed Care, and commercial payer requirements while maintaining ethical billing practices. - Maintain strict confidentiality of patient and financial information in accordance with HIPAA and organizational policies. - Additional responsibilities as assigned. Qualifications - High School Diploma or equivalent required; Associate degree in Healthcare Administration, Business, Accounting, or related field preferred. - 1+ years of Room and Board billing, healthcare billing, accounts receivable, accounts payable, or related experience. - 1+ year of Experience with Electronic Medical Records Systems. - 1+ year of Hospice Billing Experience preferred. - HCHB Preferred. - Experience utilizing Medicare Direct Data Entry (DDE). - Experience working with Medicaid billing systems, payer portals, and electronic claim submission processes. - Knowledge of Medicare, Medicaid, and managed care billing requirements. Benefits - Competitive compensation - Health, Dental, Vision, Disability & Life Insurance - 401(k) Retirement Plan - Tuition Reimbursement - Professional Licensing & Certification Renewal Reimbursement - Paid Time Off + Paid Holidays + Floating Holidays - Mileage Reimbursement - Supportive Team Environment - Mission-driven leadership that values your voice and expertise

Role Description We're hiring a Patient Activation Specialist to guide new patients through activation of their remote monitoring devices and set the foundation for their engagement with Cadence's care model. This role works directly with patients by phone and coordinates with clinical and technical teams to resolve activation issues that require additional support. The Patient Activation Specialist is often one of the patient's first points of contact with Cadence, making this role central to long-term program engagement. Schedule: - Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM on Eastern, Central, or Mountain Time. What You'll Do: - Own the end-to-end device activation process for new patients, walking them through setup of blood pressure cuffs, weight scales, and blood glucose meters by phone. - Troubleshoot technical issues and connectivity errors during activation calls, escalating unresolved cases to technical or clinical teams as needed. - Address patient questions and concerns about the monitoring program, translating technical steps into clear, patient-friendly instructions. - Coordinate with care teams and technical support to resolve activation issues that require additional intervention. - Document patient interactions and device activation status accurately to maintain a complete activation record. - Drive patient engagement with Cadence's care model by reinforcing the value of continuous monitoring at each activation touchpoint. - Manage a high volume of patient calls daily while maintaining consistent quality and adherence to activation protocols. These responsibilities are intended to describe the general nature and level of work being performed by personnel assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by personnel in this classification. Other job related duties may be assigned by management. Qualifications - 2+ years of experience in a customer service, technical support, or patient-facing coordination role, preferably within healthcare or a regulated industry. - Experience communicating technical or process information clearly to non-technical audiences, by phone and in writing. - Proficiency with Mac products and standard software tools used for call handling, documentation, and device troubleshooting. - Ability to manage a structured, high-volume caseload of patient interactions daily. - Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation. Compensation The anticipated compensation range for this role is $23-$24/hr, which is based on role scope, level, and location. In addition to base compensation, this role is eligible for incentive compensation as part of the overall total rewards package with an OTE of $60K-$70K. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law. Benefits - Competitive pay & equity* - Fully remote - Comprehensive health coverage: Medical, dental & vision - Paid time off - 401k plan + matching - Paid parental leave - Home office stipend *benefit offerings may vary depending on job profile, job level and worker type Company Description Cadence is committed to equal opportunity and fairness regardless of race, color, religion, sex, gender identity, sexual orientation, nation of origin, ancestry, age, physical or mental disability, country of citizenship, medical condition, marital or domestic partner status, family status, family care status, military or veteran status or any other basis protected by local, state or federal laws. A notice to Cadence applicants: Our Talent team only directs candidates to apply through our official careers page at https://www.cadence.care/our-team . Cadence will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. We receive all applications through our website and anyone suggesting otherwise is not with Cadence. If you require a reasonable accommodation during the hiring process, please contact people@cadencerpm.com .