Patient Success Supervisor

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🔥 16 hours ago

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Cadence Health, Inc.

WebsiteLinkedInAll Job Openings

1 - 10 employees

Cadence Health is an Atlanta-based consulting company bringing proven system engineering tools and methods to performance improvement in healthcare. We provide a wide range of services, from on-site manager training to interim support and project work.

📋 Description

• 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 and implement process improvements to 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 address service-related concerns and process improvements, promoting a positive, inclusive, and team-oriented work environment aligned with Cadence's mission and values. • Build and implement AI-supported tools and workflows to increase team efficiency, streamline reporting, and support day-to-day management of the Patient Success team.

🎯 Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred. • 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. • 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. • 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. • Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms) and comfort applying them to structured workflows, reporting, and process documentation.

🏖️ Benefits

• Competitive pay & equity* • Fully remote • Comprehensive health coverage: Medical, dental & vision • Paid time off • 401k plan + matching • Paid parental leave • Home office stipend