Patient Experience Supervisor

<p><strong><u><a href="https://www.allarahealth.com/" target="_blank" data-sk="tooltip_parent">Allara</a></u>&nbsp; </strong>is a comprehensive women's health provider that specializes in expert, longitudinal care that supports women through every life stage. Trusted by over 60, 000 women nationwide, Allara makes expert healthcare accessible by connecting patients with multidisciplinary care teams that have a deep understanding of hormonal, metabolic, and reproductive care. Allara provides ongoing support for hormonal conditions like PCOS, chronic conditions like insulin resistance, and life stages like perimenopause, helping patients see improved&nbsp; <u><a href="https://cdn.prod.website-files.com/637f55cdd2e0aa051d497c52/68e6aa0f8fcce5c60e922219_Outcomes%20Impact%20Report%202025%20Web%20Display.pdf" target="_blank" data-sk="tooltip_parent">health outcomes</a></u>. As one of the fastest-growing women's health platforms in the U.S., Allara is bridging long-overlooked gaps in healthcare for women.</p> <p><strong>The Opportunity&nbsp; </strong></p> <p>Allara is looking for a <strong>Patient Experience Supervisor</strong> 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.</p> <p>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.</p> <p>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!</p> <p><strong>Location: </strong>Fully remote within the U.S.</p> <p><strong>Your Impact&nbsp; </strong></p> <p><strong>Team Leadership &amp; Development</strong></p> <ul> <li>Lead, coach, and manage a team of ~20 Patient Experience Coordinators</li> <li>Conduct regular 1:1s, coaching conversations, and performance check-ins</li> <li>Document coaching notes, feedback, and performance concerns consistently</li> <li>Identify high performers and support underperformers with clear expectations</li> <li>Serve as the primary point of contact for team questions and escalation support</li> </ul> <p><strong>Performance &amp; Quality Management</strong></p> <ul> <li>Own SLA adherence for the team (messages, tasks, escalations)</li> <li>Ensure QA completion is 100% monthly (binary: done / not done)</li> <li>Monitor productivity, workload balance, and task aging</li> </ul> <p><strong>Escalations &amp; Issue Resolution</strong></p> <ul> <li>Lead patient and provider escalations in real time</li> <li>De-escalate issues within required timeframes without defaulting upward</li> <li>Troubleshoot operational disruptions (staffing, tooling, workflow issues)</li> <li>Ensure resolution and follow-through on all escalated cases</li> </ul> <p><strong>Communication &amp; Reporting</strong></p> <ul> <li>Provide regular written updates to the Operations Manager covering: <ul> <li>Coverage plans (including weekends)</li> <li>QA completion status</li> <li>Staffing risks and operational concerns</li> </ul> </li> </ul> <li>Participate in leadership huddles and cross-functional coordination</li> <li>Surface trends, risks, and improvement opportunities proactively</li> </ul> <p><strong>Required Qualifications&nbsp; </strong></p> <ul> <li>3 - 6+ years in healthcare, telehealth, or customer support operations</li> <li>2+ years in a people-management or supervisory role</li> <li>Experience managing performance metrics (SLA, QA, productivity)</li> <li>Strong conflict resolution, coaching, and escalation management skills</li> <li>Comfort operating in a fast-paced, high-accountability environment</li> <li>Ability to lead with clarity, firmness, and empathy simultaneously</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Telehealth and/or women's...