Patient Experience Supervisor
Location
United States
Posted
5 days ago
Salary
$65K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Role Description
Allara is looking for a Patient Experience Supervisor who leads from the front. This isn't a role where you manage from a distance; you'll own the daily health, coverage, quality, and performance of a 7-day support operation and be accountable for real outcomes.
You'll lead a team of ~20 Patient Experience Coordinators, set the standard for what great looks like, and make sure patients get the responsive, high-quality care experience they deserve, including evenings and weekends.
If you're energized by fast-paced environments, take pride in building strong teams, and want your work to matter, this is the role for you!
Location: Fully remote within the U.S.
Your Impact
-
Team Leadership & Development
- Lead, coach, and manage a team of ~20 Patient Experience Coordinators
- Conduct regular 1:1s, coaching conversations, and performance check-ins
- Document coaching notes, feedback, and performance concerns consistently
- Identify high performers and support underperformers with clear expectations
- Serve as the primary point of contact for team questions and escalation support
-
Performance & Quality Management
- Own SLA adherence for the team (messages, tasks, escalations)
- Ensure QA completion is 100% monthly (binary: done / not done)
- Monitor productivity, workload balance, and task aging
-
Escalations & Issue Resolution
- Lead patient and provider escalations in real time
- De-escalate issues within required timeframes without defaulting upward
- Troubleshoot operational disruptions (staffing, tooling, workflow issues)
- Ensure resolution and follow-through on all escalated cases
-
Communication & Reporting
-
Provide regular written updates to the Operations Manager covering:
- Coverage plans (including weekends)
- QA completion status
- Staffing risks and operational concerns
- Participate in leadership huddles and cross-functional coordination
- Surface trends, risks, and improvement opportunities proactively
-
Provide regular written updates to the Operations Manager covering:
Qualifications
- 3–6+ years in healthcare, telehealth, or customer support operations
- 2+ years in a people-management or supervisory role
- Experience managing performance metrics (SLA, QA, productivity)
- Strong conflict resolution, coaching, and escalation management skills
- Comfort operating in a fast-paced, high-accountability environment
- Ability to lead with clarity, firmness, and empathy simultaneously
Preferred Qualifications
- Telehealth and/or women’s health experience
Benefits
- Compensation: $65,000 annually
- Comprehensive health benefits (medical, dental, vision)
- 10 PTO, 5 sick, and 6 holidays annually
- This role requires scheduling flexibility to support a 7-day team and includes rotating weekend coverage
- 401(k) plan
- Company-issued laptop
- A collaborative, mission-driven culture focused on improving patient care
Job Requirements
- 3–6+ years in healthcare, telehealth, or customer support operations
- 2+ years in a people-management or supervisory role
- Experience managing performance metrics (SLA, QA, productivity)
- Strong conflict resolution, coaching, and escalation management skills
- Comfort operating in a fast-paced, high-accountability environment
- Ability to lead with clarity, firmness, and empathy simultaneously
- Preferred Qualifications
- Telehealth and/or women’s health experience
Benefits
- Compensation: $65,000 annually
- Comprehensive health benefits (medical, dental, vision)
- 10 PTO, 5 sick, and 6 holidays annually
- This role requires scheduling flexibility to support a 7-day team and includes rotating weekend coverage
- 401(k) plan
- Company-issued laptop
- A collaborative, mission-driven culture focused on improving patient care
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