Understanding PaceMate’s Patient Services Team: How We Support You

Sydnie Hammons, Patient Services Manager

At PaceMate, we’re dedicated to ensuring that your cardiac device is functioning optimally and that you receive the best possible care. To achieve this, our Patient Services team works closely with your cardiologist, providing a crucial link between you and your heart device. Here's a detailed look at why and how you might hear from us, and what you can expect during these communications.

Why PaceMate Is Reaching Out

Our patient services team may contact you for several important reasons related to the monitoring of your heart device:

Data Monitoring and Collection: We closely monitor the data from your cardiac device to ensure it’s working as expected. If your monitor stops communicating with your clinic, we will contact you to assist in the reconnection process.

Updating Device Information: Occasionally, we may need to request updated information from the bedside monitor accompanying your cardiac device. This helps us maintain accurate records and ensures your monitor is functioning properly. We will contact you to assist with sending updated data.

How We Contact You

To ensure we effectively communicate with you, we use a combination of automated and live calls. It’s important to notify your clinic and PaceMate of any updates to your contact information to prevent any delays in care. Here’s what you can expect:

Automated and Live Calls: We may use pre-recorded calls to quickly provide you with necessary information or requests. Our team may also reach out to you directly through live calls.

Voicemail: If we reach your voicemail, we will leave a detailed message about why we’re contacting you and what actions may be required.

Email Communication: To ensure convenience and keep you informed, we may use email to send updates and requests, offering you an additional, easy-to-access channel for staying up to date.

What to Expect Based on Your Device Type

For Wireless Devices

Disconnected Network: If your home monitor is disconnected from the network, we’ll reach out to help you resolve the issue and ensure data connection resumes.

Transmission Issues: If your home monitor fails to send its scheduled transmission, we’ll contact you to troubleshoot the problem.

Unscheduled Transmission Requests: Your clinic might request an unscheduled manual transmission of data, prompting us to contact you.

Frequent Manual Data Sending: We might contact you to talk about the best way to use your remote monitor and how often you should send data manually.

For Non-Wireless Devices

Scheduled Manual Transmission: We’ll remind you when it’s time to send your scheduled manual transmission.

Unscheduled Transmission Requests: If your clinic requests an unscheduled manual transmission, we will contact you.

Frequent Manual Data Sending: Your scheduled transmission frequency is prescribed by your cardiac device care team. If you are sending transmissions more frequently than prescribed, we may call.

To find out if your device is wireless or non-wireless, click here for more information.

Quality Assurance and Security

All communications with PaceMate are recorded for quality assurance purposes. When we contact you, we will verify your identity by confirming your date of birth. However, we will never request any financial information during these calls.

All calls from PaceMate will come from the number 66PACEMATE (667-223-6283.) This ensures you can easily identify and respond to our communications. We recommend storing our phone number as a contact in your phone.

PaceMate Patient Support

PaceMate Patient Services are here to support you and ensure your heart device operates smoothly. Whether it’s through automated calls, live interactions, or emails, we strive to keep you informed and address any issues promptly. By understanding why and how we reach out, you can better manage your device and contribute to your overall heart health.

If you have any questions or need further assistance, don’t hesitate to contact us at 66PACEMATE (667-223-6283) option 1.

Our phone hours are Monday-Friday, 8:00 A.M.-7:00 P.M. EST. Your health and peace of mind are our top priorities.