[Hiring] Growth and Experience Supervisor @BetterNight

Role Description

Are you passionate about coaching others and improving patient experiences? Join us as a Growth & Experience supervisor who leads with energy, empathy, and a commitment to excellence in every interaction.

Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.

The Growth and Experience Supervisor is responsible for overseeing the day-to-day operations of teams focused on patient engagement, satisfaction, and conversion across the patient journey. This role serves as the primary escalation point for complex patient experience issues and works cross-functionally to resolve barriers impacting access to care, adherence, and overall satisfaction. The Growth and Experience Supervisor provides ongoing coaching, training, and performance support to team members, while also identifying opportunities to improve processes that drive patient growth, retention, and experience outcomes. The expectation of this role is to consistently deliver and promote a high-quality, patient-centered experience while supporting organizational growth objectives.

Core Responsibilities

• Oversee 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.
• Provide consistently excellent customer service to improve patient experiences and 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.
• Ensure 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.

Qualifications

• 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

• Medical, Dental, Vision, Sick, Holiday & Vacation time off.
• $26.00 - $30.00 / hour DOE.

Company Description

BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.