Patient Success Supervisor
$70,000–$90,000 year
RemoteUnited States
Job Summary
Lead and develop a team of Patient Success Advocates and Senior Patient Success Advocates who support patients in the remote monitoring program. Provide direct supervision, coaching, and performance management while monitoring metrics like volume, response times, and patient satisfaction to identify trends and implement process improvements. Serve as the primary escalation point for complex patient interactions and own daily channel assignment and coverage decisions, proactively shifting resources based on SLA performance and volume fluctuations. Conduct regular team meetings, one-on-ones, and training sessions to develop staff skills, while collaborating with cross-functional departments to translate frontline insights into practical improvements. Champion the development of responsible technology- and AI-supported tools to automate repetitive work and streamline reporting.
Required Qualifications
- High school diploma or equivalent
- Minimum 2 years of experience in a patient-facing or customer service environment
- Minimum 1 year of supervisory, lead, or team-lead experience
- Fluency with AI productivity tools (such as Gemini, Notion AI, or comparable platforms)
- Strong leadership, communication, and interpersonal skills
- Demonstrated ability to coach and develop team members
- Experience managing performance, giving feedback, and supporting team accountability
- Demonstrated ownership, curiosity, and systems thinking
- Ability to manage multiple priorities in a high-volume environment
- Strong problem-solving skills and sound judgment under pressure
- Bias toward practical, measurable improvement
- Experience working with performance metrics such as volume, response time, schedule adherence, documentation quality, or patient/customer satisfaction
- Prior experience working in a remote work environment
- Home office setups must have consistently stable wifi with strong upload and download speeds
- A wifi speed test is required before participating in the interview process
Desired Qualifications
- Associate's or Bachelor's degree
- Experience in a healthcare setting
- Knowledge of medical terminology and chronic disease management
- Remote patient monitoring support experience
- Candidates who are open to adjusting their schedule to cover one or both weekend days as needed
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