Job Description
Patient Services Representative Supervisor @ Midi Health: š©āāļøš»
We are seeking a proactive and coaching-driven PSR Supervisor to support and develop a high-performing team of Patient Services Representatives. In this impactful leadership role, you will manage daily traffic flow, provide real-time team oversight, and deliver quality coaching to elevate performance. Youāre a team-first problem solver who thrives in fast-paced environments, has a sharp eye for operational efficiency, and is deeply committed to the patient experience. If you’re energized by building people up, improving systems, and making a difference every day, this is the role for you.
This job is āHOTā: š„
Operational Oversight & Traffic Management:
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.
Coaching, QA & Performance Feedback:
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.
Team Leadership & Support:
Serve as the first point of escalation for day-to-day PSR concerns and questions.
Build trust and rapport with your assigned team (8ā10 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.
Collaboration & Continuous Improvement:
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.
Business impact- Not just surviving but thriving š
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.
What you will need to succeed: š±
3+ years of experience in a patient-facing support role; healthcare or tech environment 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.
Location: Remote, USA
Department: Patient Services
Reports to: PSR Manager
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