Outbound Team 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 over 100,000 patients, the system learns from real-world care delivery, improving as it scales.

We’re hiring an Outbound Team Supervisor to lead a team of Outbound Patient Enrollment Specialists responsible for enrolling patients referred to Cadence by partner physicians. You will own day-to-day coaching, quality, and performance for the team, ensuring every patient conversation reflects Cadence’s standards for clarity, trust, and compliance. This is a high-volume, phone-based environment where consistency and speed both matter.

What You’ll Do

• Lead a team of Outbound Patient Enrollment Specialists, providing daily coaching on call quality, script adherence, and patient communication.
• Monitor call volume, enrollment conversion, and productivity metrics, and adjust team focus to meet targets.
• Conduct call audits and quality assurance reviews, giving specialists direct feedback tied to Cadence’s enrollment standards.
• Resolve escalated patient concerns and complex enrollment cases that specialists cannot close independently.
• Manage day-to-day scheduling and pipeline coverage to keep enrollment volume on pace with partner physician referrals.
• Onboard and train new Outbound Patient Enrollment Specialists on scripts, CRM workflows, and HIPAA-compliant patient handling.
• Report team performance and enrollment trends to the enrollment operations lead on a regular cadence.

What You Need

• 5+ years of experience in outbound sales, customer service, or patient enrollment, including prior high-volume, phone-based work.
• Prior experience conducting high-volume outbound calls in a fast-paced environment.
• Working knowledge of CRM and dialer platforms, with the ability to manage pipeline coverage across a team.
• Ability to maintain strict patient confidentiality in accordance with HIPAA and Cadence standards.
• Strong written and verbal communication skills, with experience handling escalated or sensitive patient conversations.
• Experience as a team lead or manager.
• Experience with AI tools (such as Claude or Gemini).