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Remote Device Associate

Job ID: 145182
Category: Customer Service/Patient Access
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Jul 26, 2022
Work Schedule: Variable

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Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?


  • This role is within the Department of Cardiac Electrophysiology’s Remote Monitoring Clinic for patients with cardiac pacemakers, implantable cardioverter-defibrillators (ICDs), and/or implantable cardiac monitors/loop recorders. The Remote Device Associate works within a small team of Patient Service Associates, fellow Remote Device Associates, and the Supervisor, along with the department’s Advanced Practice Providers and Physicians. The role includes responsibility for routine functioning of the Remote Cardiac Device Monitoring Program, including enrolling and educating patients, scheduling transmissions in the EHR and remote monitoring portals, reviewing and interpreting remote device transmissions, reporting results to physicians and advanced practices staff, billing for services, troubleshooting monitoring equipment, and coordinating continuity of care via follow up calls on missed transmissions and non-compliance. Incumbent is responsible for managing all office functions related to the above, plus personal interaction with patients in clinic and via phone/email to demonstrate, teach and troubleshoot. Experience with remote monitoring and implanted cardiac devices is preferred. CRAT certification required. This role is a back-office position with a hybrid/remote work environment. 


  • Retrieves orders from providers, calls patients to confirm enrollment and assures that monitors are sent. Instructs patient to call the office when monitor is received and facilitates setup and successful transmission.
  • Enrollment, scheduling, processing transmissions:
  • Enrolls patient within 1 weeks’ time in the appropriate Remote system, orders monitor to be sent as needed.
  • Schedules pacer/ICD patients for automatic transmissions every 91 days, and loop recorder patients per current policy
  • Checks each remote monitoring site EVERY DAY (Mon-Fri) whether patients are scheduled to transmit or not to ensure no alerts occurred. Alerts are scanned to PennChart with telephone encounter message routed to the AP for the attending’s service (and alternate APs if primary is off), and the remote team.
  • If alert is urgent such as continued recurrent shocks or notices sustained VT, the associate contacts the covering AP in the office asap.
  • Scans scheduled transmissions into PennChart within 2 days for physician review
  • Creates encounter in PennChart under patient's EP MD correlating with day of transmission.
  • Completes billing utilizing EP office visit smartset
  • Completes/updates Device Questionnaire in EPIC.
  • Completes remote transmission letter and sends to patient – utilizes My Penn Medicine when possible.
  • Ensures patient has been seen in the office within the last year. If not seen within past year sends telephone encounter to Physician team including AA, AP, and MD
  • Follows established Protocol for patients with missed transmissions/ noncompliance
  • Follow up on Missed Transmissions:
  • All device company sites should have few to zero missed transmissions
  • If missed transmissions are noted, associate contacts patient to ensure home monitor is plugged in and guides patient to send transmission. Calls placed to patient should be entered into PennChart and a follow up transmission should be scheduled in remote monitoring site.
  • Completes remote transmission letter and sends to patient - utilizes My Penn Medicine when possible
  • If patient misses 2 transmissions compliance letter is to be sent to patient and a message entered in PennChart with cc to Provider team including AA, MD, and AP.
  • If patient does not respond or send transmissions for 1 year, they will receive a final certified letter and is subject to disenrollment from HUP remote monitoring department per policy.
  • Reports promptly when called to PCAM clinic to meet with patients in order to teach, demonstrate and answer questions related to all types of remote monitoring modalities.
  • Checks demo home monitoring equipment to ensure that it is in proper working order.
  • Reports broken equipment to supervisor.
  • Gives clear explanations to patients regarding remote monitoring processes and expectations for compliance.
  • Provides patients with follow up instructions and clinic contact information.
  • Complies with yearly education requirements (i.e., HIPAA, OSHA, Safety, CLIA)


  • Basic Cardiac Life Support (Required)
  • CPR certification required or eligible
  • Cert Rhythm Analysis Tech (Required)
  • Must have current/active Certified Rhythm Analysis Technician (CRAT) certification or completion within 3-6 months of hire

Education or Equivalent Experience:

  • H.S. Diploma/GED (Required)
  • 2+ years experience in a patient care setting required. Must have understanding of medical terminology, cardiac anatomy and pacemaker/ ICD / loop recorder function. Good understanding of cardiac rhythm disorders required. 2+ yrs college preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

   Current UPHS employees must apply HERE
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