Patient Experience Supervisor

Allara Health

2d•$65,000•Remote

About The Position

Allara 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 health outcomes. As one of the fastest-growing women’s health platforms in the U.S., Allara is bridging long-overlooked gaps in healthcare for women. The Opportunity 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.

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

Nice To Haves

Telehealth and/or women’s health experience

Responsibilities

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
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
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
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