Outbound Team Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Outbound Patient Enrollment Specialists, providing daily guidance on call quality, adherence to scripts, and effective patient communication.

• Track call volume, enrollment conversion rates, and productivity metrics, adjusting team priorities to achieve targets.

• Perform call audits and quality assurance evaluations, offering specialists direct feedback aligned with Cadence's enrollment standards.

• Address escalated patient issues and complex enrollment cases that specialists are unable to resolve independently.

• Handle daily scheduling and ensure pipeline coverage to maintain enrollment volume in line with partner physician referrals.

• Onboard and train new Outbound Patient Enrollment Specialists on scripts, CRM processes, and HIPAA-compliant patient management.

• Regularly report team performance and enrollment trends to the enrollment operations lead.

⛳️ Requirements

• A minimum of 5 years in outbound sales, customer service, or patient enrollment, with experience in high-volume, phone-based roles.

• Previous experience making high-volume outbound calls in a fast-paced environment.

• Proficient knowledge of CRM and dialer systems, with the capability to manage pipeline coverage for a team.

• Ability to uphold strict patient confidentiality in compliance with HIPAA and Cadence standards.

• Excellent written and verbal communication skills, with experience in managing escalated or sensitive patient interactions.

• Previous experience in a team lead or managerial role.

• Familiarity with AI tools (such as Claude or Gemini).

🏝️ Benefits

• Competitive pay & equity.

• Fully remote work environment.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Paid time off.

• 401k plan with matching contributions.

• Paid parental leave.

• Home office stipend.