Patient Success Supervisor

• 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.

• 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.

• Competitive pay & equity*

• Fully remote

• Comprehensive health coverage: Medical, dental & vision

• Paid time off

• 401k plan + matching

• Paid parental leave

• Home office stipend

*benefit offerings may vary depending on job profile, job level and worker type

Cadence is committed to equal opportunity and fairness regardless of race, color, religion, sex, gender identity, sexual orientation, nation of origin, ancestry, age, physical or mental disability, country of citizenship, medical condition, marital or domestic partner status, family status, family care status, military or veteran status or any other basis protected by local, state or federal laws.

A notice to Cadence applicants: Our Talent team only directs candidates to apply through our official careers page at Cadence will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. We receive all applications through our website and anyone suggesting otherwise is not with Cadence .

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