Growth and Experience Supervisor

PMBC LLC

Growth & Experience Supervisor managing patient engagement and satisfaction teams. Dedicated to improving patient experiences in sleep medicine and ensuring operational excellence.

Posted 5/5/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $26 - $30 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

Medical
Dental
Vision
Sick
Holiday & Vacation time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisreport writingworkflow optimizationpatient engagementcustomer serviceperformance feedbackdocumentation qualityprocess improvementschedulinginsurance knowledge

Soft Skills

leadershipcommunicationempathyproblem-solvingteam managementrelationship buildingcoachingtrainingcustomer focusservice orientation

Certifications

HS degreeAA degreebachelor's degree