Patient Success Supervisor

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

📋 Description

• Lead and cultivate a team of Patient Success Advocates and Senior Patient Success Advocates who assist patients in the Cadence remote monitoring program.

• Provide direct oversight, coaching, and performance management.

• Track team performance metrics, pinpoint trends, investigate underlying causes, and implement process enhancements.

• Act as the main escalation point for complex or challenging patient interactions.

• Ensure the accurate and prompt documentation of patient interactions.

• Manage daily channel assignments and coverage decisions, reallocating resources based on SLA performance, volume changes, and staffing adjustments.

• Hold team meetings, one-on-ones, and training sessions.

• Engage in recruitment, onboarding, and performance evaluations as necessary.

• Collaborate with cross-functional teams to address patient, workflow, and system gaps.

• Convert frontline insights into actionable process improvements and scalable technology- and AI-enabled solutions.

• Develop and advocate for responsible technology- and AI-supported tools and workflows.

• Streamline reporting and assist in the daily management of the Patient Success team.

⛳️ Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

• Proficiency with AI productivity tools such as Gemini, Notion AI, or similar platforms.

• Comfort in applying AI productivity tools to structured workflows, reporting, and process documentation.

• Capability to use technology and AI to automate repetitive workflows for both patients and agents while ensuring quality, privacy, safety, and appropriate human oversight.

• Minimum of 2 years of experience in a patient-facing or customer service role.

• At least 1 year of supervisory, lead, or team-lead experience required.

• Strong leadership, communication, and interpersonal abilities.

• Proven ability to coach and develop team members.

• Experience in managing performance, providing feedback, and fostering team accountability in a fast-paced setting.

• Demonstrated ownership, curiosity, and systems thinking.

• Ability to juggle multiple priorities in a high-volume environment while maintaining quality and attention to detail.

• Strong problem-solving skills and sound judgment under pressure.

• Experience with performance metrics such as volume, response time, schedule adherence, documentation quality, or patient/customer satisfaction.

• Commitment to providing compassionate, culturally responsive service to a diverse patient population.

• Familiarity with medical terminology and chronic disease management preferred.

• Previous experience working in a remote work setting.

• Home office must have consistently stable Wi-Fi with strong upload and download speeds.

• Wi-Fi speed test required prior to participating in the interview process.

• Experience in remote patient monitoring support is a plus.

🏝️ Benefits

• Competitive pay & equity*

• Fully remote work environment

• Comprehensive health coverage: Medical, dental & vision

• Paid time off

• 401k plan with matching

• Paid parental leave

• Home office stipend

• Incentive compensation may be available as part of the overall total rewards package