Patient Success Supervisor

The Role

We're hiring a Patient Success Supervisor to lead and develop a team of Patient Success Advocates and Senior Patient Success Advocates who support patients participating in the Cadence remote monitoring program. You will oversee day-to-day patient-facing operations, support team performance, manage escalations, and proactively identify and address gaps in the patient experience, workflows, and systems that affect access, quality, efficiency, or trust. This role is expected to turn frontline insight into practical process improvements and scalable technology- and AI-enabled solutions for both patients and agents.

This is a full-time, remote position. The scheduled hours for this role are Tuesday through Saturday from 10:00AM to 7:00PM Eastern time.

What You'll Do

• Provide direct supervision, coaching, and performance management for Patient Success Advocates and Senior Patient Success Advocates, fostering accountability, engagement, and professional growth.
• Monitor team performance metrics including volume, response times, schedule adherence, documentation quality, and patient satisfaction; identify trends, investigate root causes, and implement process improvements that enhance access, efficiency, and patient experience.
• Serve as the primary escalation point for complex or challenging patient interactions and ensure accurate and timely documentation of all patient interactions in applicable systems.
• Own daily channel assignment and coverage decisions, proactively shifting resources in response to SLA performance, volume fluctuations, and staffing changes.
• Conduct regular team meetings, one-on-ones, and training sessions to develop staff skills and communicate operational updates; participate in recruitment, onboarding, and performance evaluations for Patient Success team members as needed.
• Collaborate with cross-functional departments to surface and close recurring patient, workflow, and system gaps; translate frontline insights into practical improvements, while promoting a positive, inclusive, and team-oriented work environment aligned with Cadence's mission and values.
• Champion and help build responsible technology- and AI-supported tools and workflows that automate repetitive patient- and agent-facing work, increase team efficiency, streamline reporting, and support day-to-day management of the Patient Success team.

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.

What You Need

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation; eagerness to use technology and AI to automate repetitive patient- and agent-facing workflows while maintaining quality, privacy, safety, and appropriate human oversight.
• Minimum 2 years of experience in a patient-facing or customer service environment, with experience in a healthcare setting strongly preferred, and minimum 1 year of supervisory, lead, or team-lead experience required.
• Strong leadership, communication, and interpersonal skills with a demonstrated ability to coach and develop team members; experience managing performance, giving feedback, and supporting team accountability in a fast-paced environment. Demonstrated ownership, curiosity, and systems thinking when identifying and addressing recurring operational or patient-experience problems.
• Ability to manage multiple priorities in a high-volume environment while maintaining quality and attention to detail; strong problem-solving skills and sound judgment under pressure, and a bias toward practical, measurable improvement.
• Experience working with performance metrics such as volume, response time, schedule adherence, documentation quality, or patient/customer satisfaction; commitment to delivering compassionate, culturally responsive service to a diverse patient population.
• Knowledge of medical terminology and chronic disease management preferred. Prior experience working in a remote work environment; home office setups must have consistently stable wifi with strong upload and download speeds, and a wifi speed test is required before participating in the interview process to verify that these standards are met. Remote patient monitoring support experience is a plus.

Compensation

The anticipated OTE range for this role is $70,000 - $90,000 salary, which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. 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.