Patient Service Representative Supervisor
Company:Midi Health
Location:USA
Languages:English
Seniority level:Lead, 3+ years
Experience:3+ years
Skills:
LeadershipPeople ManagementQACommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringAttention to detailTeam managementCoachingTrainingProcess improvement
Requirements:
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.
Responsibilities:
Own daily traffic management and ensure optimal staffing. Monitor real-time queues and adjust team responsibilities to meet SLAs. Maintain understanding of team capacity for coverage optimization. Deliver 1:1 coaching focusing on communication, efficiency, and quality. Perform daily and weekly QA reviews with actionable feedback. Partner with PSR Manager on performance trends and accountability. Serve as the first point of escalation for PSR concerns. Build trust and drive a culture of excellence with the team. Support onboarding and peer mentoring for new team members. Collaborate to refine SOPs, training, and QA rubrics. Share frontline insights to inform process updates. Foster a feedback-forward environment. Identify and implement workflow improvements. Empower PSRs with necessary tools and clarity. Balance empathy and accountability in a fast-paced environment.
