Patient Success Supervisor

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).

The Role

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. The standard schedule is Monday through Friday, 10:00 AM to 7:00 PM Eastern Time. Candidates who are open to adjusting their schedule to cover one or both weekend days as needed are strongly preferred..

What You'll Do

• 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.

What You Need

• 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.

Compensation

The anticipated OTE range for this role is $70,000 - $90,000 salary, which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law.

Benefits & Perks

• 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 https://www.cadence.care/our-team.  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.

If you require a reasonable accommodation during the hiring process, please contact people@cadencerpm.com

Candidate Privacy Notice & SMS Terms

When you apply for a position with Cadence, we may collect and process personal information related to your application and candidacy, including your name, contact information, resume/CV, work history, education, qualifications, interview notes, job preferences, compensation expectations, availability, and any other information you choose to provide during the application process.

We use this information to evaluate your qualifications, communicate with you about your application, schedule interviews, provide updates on your candidacy, maintain recruiting records, and consider you for current or future opportunities.

We may share candidate information with internal hiring teams and trusted service providers that support our recruiting process, including our Applicant Tracking System, Greenhouse, and our text messaging platform, Grayscale by Paylocity, as applicable. These service providers process information on our behalf and in accordance with our instructions.

We retain candidate information for as long as necessary to support our recruiting process, comply with legal obligations, resolve disputes, and maintain appropriate business records.

SMS/Text Messaging Communications

If you provide your mobile phone number and consent to receive text messages, Cadence may contact you by SMS for recruiting-related purposes. These messages may include application status updates, interview scheduling and confirmations, reminders, follow-ups, and offer-related communications.

We do not use recruiting SMS messages for marketing purposes. We do not sell, rent, or share your mobile phone number, SMS opt-in data, or SMS consent with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties, except with service providers that help us deliver recruiting-related SMS communications.

By opting in to receive SMS messages from Cadence, you agree to receive recruiting-related text messages. Message frequency may vary. Message and data rates may applyYou may opt out of SMS messages at any time by replying STOP, STOPALL, OPTOUT, CANCEL, END, QUIT, UNSUBSCRIBE, or REVOKE. After you opt out, we may send one final message confirming that you have been unsubscribed. No further recruiting SMS messages will be sent unless you opt in again.

To opt back in, reply START, UNSTOP, or YES. For help, reply HELP or contact us at TAHealth@cadencerpm.com.

Carriers are not liable for delayed or undelivered messages. For questions about this notice or how we handle candidate information, please contact us at TAHealth@cadencerpm.com.