Patient Success Supervisor

About this 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).

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 help drive strong patient experience outcomes.

This is a full-time, remote position with scheduled hours Monday through Friday from 10:00AM to 7:00PM Eastern Standard Time, with a preference for candidates who have flexibility to cover weekend days as needed.

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 and implement process improvements to 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 address service-related concerns and process improvements, promoting a positive, inclusive, and team-oriented work environment aligned with Cadence's mission and values.

• Build and implement AI-supported tools and workflows to 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.

• 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.

• 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…