Patient Success Supervisor

About Cadence

Cadence specializes in clinical AI technology that automates chronic disease management. Their platform supports healthcare providers by handling routine patient monitoring, risk identification, and coordinated intervention, allowing clinicians to prioritize complex decisions. Partnered with over 20 leading health systems and serving over 100,000 patients, Cadence is recognized as a top HealthTech company and startup.

Role Overview

As a Patient Success Supervisor, you will lead a team of Patient Success Advocates in the remote patient monitoring program. Your responsibilities include managing daily patient-facing operations, overseeing team performance, handling escalations, and enhancing patient experience outcomes. This position is fully remote, requiring work Monday to Friday from 10:00 AM to 7:00 PM EST, with potential weekend coverage.

Key Responsibilities

• Supervise and mentor Patient Success Advocates to promote accountability, engagement, and professional development.
• Track and analyze team performance metrics such as response times, schedule compliance, documentation accuracy, and patient satisfaction; implement improvements accordingly.
• Act as the escalation point for complex patient cases, ensuring thorough and timely documentation.
• Manage daily channel assignments and adjust staffing dynamically to meet service level agreements and workload changes.
• Organize regular team meetings, training, and one-on-ones; participate in hiring and performance evaluations.
• Collaborate across departments to resolve service issues and refine processes in alignment with company values.
• Develop and deploy AI-powered tools to boost team efficiency and streamline management tasks.

Qualifications

• High school diploma or equivalent required; preference for Associate’s or Bachelor’s degree.
• At least two years in patient-facing or customer service roles, ideally within healthcare; minimum one year in supervisory or leadership positions.
• Strong leadership, communication, and interpersonal skills with ability to coach staff and manage performance effectively.
• Capacity to prioritize in a high-volume environment with attention to detail and good judgment under pressure.
• Experience interpreting performance metrics and delivering culturally sensitive patient service.
• Familiarity with medical terminology and chronic disease management is advantageous.
• Prior remote work experience and stable home office internet connection required.
• Proficiency with AI productivity platforms for workflow and reporting purposes.

Compensation

The expected total on-target earnings range from $70,000 to $90,000 annually, adjusted for role scope and location. Incentive compensation may also be available.

Benefits and Perks

• Competitive salary with equity options
• Fully remote work environment
• Comprehensive medical, dental, and vision insurance
• Paid time off
• 401(k) plan with matching contributions
• Paid parental leave and home office stipends

Equal Opportunity and Additional Information

Cadence is an equal opportunity employer committed to diversity and inclusion. Applicants requiring accommodations during hiring should contact the company's people operations team.