Are you passionate about coaching others and improving patient experiences? Join us as a Growth & Experience supervisor who leads with energy, empathy, and a commitment to excellence in every interaction.
Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.
The Growth and Experience Supervisor is responsible for overseeing the day-to-day operations of teams focused on patient engagement, satisfaction, and conversion across the patient journey. This role serves as the primary escalation point for complex patient experience issues and works cross-functionally to resolve barriers impacting access to care, adherence, and overall satisfaction. The Growth and Experience Supervisor provides ongoing coaching, training, and performance support to team members, while also identifying opportunities to improve processes that drive patient growth, retention, and experience outcomes. The expectation of this role is to consistently deliver and promote a high-quality, patient-centered experience while supporting organizational growth objectives.
CORE RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Responsible for overseeing assigned teams within the Growth and Patient Experience department, including Referral Outreach Coordinators, Patient Care Coordinators, and Resupply Representatives
- Lead daily operations to ensure consistent, high-quality patient engagement across all touchpoints, from initial referral through therapy adherence and resupply
- Partner with the Growth and Patient Experience Manager and fellow Supervisors to optimize workflows across call center operations, scheduling, referral outreach, and resupply to improve patient access, experience, and conversion
- Serve as backup support for the Growth and Patient Experience Manager and peer Supervisors as needed
- Provides consistently excellent customer service to improve patient experiences, and to promote BetterNight as a world class health care organization
- Identify and remove barriers impacting patient engagement, including delays, communication gaps, and process inefficiencies
- Act as an escalation point for complex patient and provider issues, ensuring timely, service-focused resolution that preserves patient trust and satisfaction
- Ensure consistent, empathetic, and solution-oriented communication across all interactions
- Ensures that all patient inquiries from internal and external partners are answered in a timely and courteous manner
- Support onboarding and provide ongoing coaching, training, and performance feedback to team members focused on communication quality, patient engagement, and conversion effectiveness
- Maintain strong relationships with referring providers and strategic partners to support patient access and referral conversion
- Support training and education for provider offices to improve documentation quality, patient readiness, and overall experience
- Act as a point of contact for external partners, ensuring timely communication and issue resolution
- Oversee staffing, scheduling, and workload distribution to ensure service levels support timely patient engagement and access to care
- Ensure all patient, provider, and insurance inquiries are handled promptly, professionally, and with a focus on resolution and satisfaction
- Maintain up-to-date knowledge of workflows, payer requirements, and referral processes to minimize delays and rework
- Ensure all patient records and documentation are accurate, complete, and compliant with company policies and HIPAA regulations
- Monitor documentation quality to support efficient processing and a seamless patient experience
- Analyze performance data and patient feedback to identify trends impacting engagement, satisfaction, and conversion
- Evaluate workflows and recommend process improvements to enhance efficiency and elevate the patient’s experience
QUALIFICATIONS
- 2-5 years’ experience in supervising a team within a call center, a team of account managers or other related experience required.
- Healthcare experience required
- Strong commitment to patient care, friendly, helpful and caring nature is required.
- Strong level of contracts and insurance knowledge is required.
- Strong ability to compile, analyze and read data, write reports, and make recommendations for improvement.
- Must be able to work standard business hours in Pacific Standard Time Zone (California time).
- HS degree or equivalent required, AA or bachelor’s preferred.
Benefits include Medical, Dental, Vision, Sick, Holiday & Vacation time off
$26.00 -$30.00 / hour DOE
BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).
