Patient Success Supervisor

About the role

Cadence is the clinical AI company automating the treatment of chronic disease. Its Clinical Intelligence takes on the routine, high-volume work of chronic care – monitoring patients, surfacing risks, and coordinating action – so clinicians can focus on the decisions that require them. Grounded in partnerships with more than 20 leading health systems, deep EMR integrations, dedicated medical group, and experience serving a population of more than 100,000 patients, the system learns from real-world care delivery, improving as it scales. Cadence has been recognized by TIME as one of the Top 100 HealthTech Companies and by LinkedIn as a Top Startup (#4, 2025). 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.

Responsibilities

• 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.

Requirements

• 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.