Patient Service Representative Supervisor
Company:Midi Health
Location:USA
Languages:English
Seniority level:Lead, 3+ years in patient-facing support, 1+ years in team lead/QA/training
Experience:3+ years in patient-facing support, 1+ years in team lead/QA/training
Skills:
LeadershipPeople ManagementQACommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringAttention to detailCoachingTrainingTeam managementProcess 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:
Manage daily traffic and staffing to meet SLAs. Monitor queues and adjust team responsibilities in real-time. Optimize patient support coverage based on team capacity. Provide regular 1:1 coaching to PSRs on communication, efficiency, and quality. Perform daily/weekly QA reviews and provide feedback. Serve as the first point of escalation for PSR concerns. Build rapport with the team (8-10 PSRs) and drive a culture of excellence. Support onboarding and peer mentoring for new team members. Collaborate to refine SOPs, training, and QA rubrics. Share frontline insights with leadership. Implement daily workflow improvements. Empower PSRs with tools and clarity. Balance empathy and accountability in a fast-paced environment.
