Patient Service Representative Supervisor

Summary

Join Midi Health as a Patient Service Representative (PSR) Supervisor and lead a high-performing team in a remote setting, preferably in the Eastern Time Zone. This impactful leadership role involves managing daily workflow, providing real-time team oversight, and delivering quality coaching to enhance performance. You will be responsible for operational oversight, traffic management, and ensuring the team meets service level agreements (SLAs). The role also includes coaching PSRs, conducting quality assurance reviews, and providing feedback. You will serve as a point of escalation for team concerns and foster a culture of excellence and continuous improvement. Success in this role requires strong communication, coaching, and problem-solving skills, along with experience in patient-facing support and team leadership.

Requirements

• 3+ years of experience in a patient-facing support role; healthcare or tech environment highly preferred
• 1+ years of experience in a team lead, QA, or training capacity
• Experience with Zendesk, Athena, and Google Workspace
• Proven ability to manage workload distribution and prioritize tasks in a dynamic setting
• Strong communication and coaching skills, with a track record of helping others grow
• High attention to detail and a commitment to operational excellence

Responsibilities

• Own daily traffic management to ensure the right team members are staffed on the right workflows at the right times
• Actively monitor real-time queues and coordinate live adjustments in team responsibilities to meet SLAs
• Maintain a clear understanding of team capacity and ticket distribution to optimize patient support coverage
• Deliver regular 1:1 coaching to PSRs with a focus on communication, efficiency, and quality
• Perform daily and weekly QA reviews and provide actionable, empathetic feedback to team members
• Partner closely with the PSR Manager to surface performance trends and ensure accountability measures are followed
• Serve as the first point of escalation for day-to-day PSR concerns and questions
• Build trust and rapport with your assigned team (8–10 PSRs), driving a culture of excellence and continuous improvement
• Support onboarding and peer mentoring for new team members under the direction of the PSR Manager
• Collaborate with the PSR Manager to refine SOPs, training, and QA rubrics
• Share insights from the frontlines with leadership to inform updates to patient support processes
• Foster a feedback-forward environment that emphasizes learning and growth
• Identify and implement daily workflow improvements to streamline support delivery
• Ensure PSRs are empowered with the tools, context, and clarity to do their best work
• Balance empathy and accountability in a high-paced, high-impact environment

Benefits

The base salary range for this role is $75,000 - 85,000 depending on experience, qualifications and other variables plus comprehensive benefits (medical, dental, vision, 401K, PTO, WFH stipend etc.)