Patient Services Representative Supervisor @ Midi Health: 👩⚕️💻
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. You’re 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 “HOT”: 🔥
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 (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.
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 📈
- 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: 🌱
- 3+ years of experience in a support team supervisory 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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