Midi Health
Patient Service Representative Supervisor
Job Summary
The Patient Service Representative Supervisor at Midi Health oversees daily team operations, providing real-time support and coaching to Patient Support Representatives. The role involves managing traffic flow, monitoring performance, and facilitating continuous improvement in patient support processes. Candidates should have experience in healthcare or tech support roles, team leadership, and proficiency with support tools like Zendesk and Athena. The position emphasizes operational excellence, team development, and enhancing the patient experience.
Required Skills
Benefits
Job Description
Patient Service Representative Supervisor @ Midi Health 👩⚕️💻
Location: Remote
Preferred Location: Eastern Time Zone (EST)
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
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Own daily traffic management to ensure the right team members are staffed on the right workflows at the right times.
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Actively monitor real-time queues and coordinate live adjustments in team responsibilities to meet SLAs.
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Maintain a clear understanding of team capacity and ticket distribution to optimize patient support coverage.
Coaching, QA & Performance Feedback
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Deliver regular 1:1 coaching to PSRs with a focus on communication, efficiency, and quality.
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Perform daily and weekly QA reviews and provide actionable, empathetic feedback to team members.
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Partner closely with the PSR Manager to surface performance trends and ensure accountability measures are followed.
Team Leadership & Support
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Serve as the first point of escalation for day-to-day PSR concerns and questions.
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Build trust and rapport with your assigned team (8–10 PSRs), driving a culture of excellence and continuous improvement.
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Support onboarding and peer mentoring for new team members under the direction of the PSR Manager.
Collaboration & Continuous Improvement
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Collaborate with the PSR Manager to refine SOPs, training, and QA rubrics.
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Share insights from the frontlines with leadership to inform updates to patient support processes.
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Foster a feedback-forward environment that emphasizes learning and growth.
Business Impact – Not Just Surviving but Thriving 📈
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Identify and implement daily workflow improvements to streamline support delivery.
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Ensure PSRs are empowered with the tools, context, and clarity to do their best work.
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Balance empathy and accountability in a high-paced, high-impact environment.
What You Will Need to Succeed 🌱
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3+ years of experience in a patient-facing support role; healthcare or tech environment highly preferred.
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1+ years of experience in a team lead, QA, or training capacity.
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Experience with Zendesk, Athena, and Google Workspace.
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Proven ability to manage workload distribution and prioritize tasks in a dynamic setting.
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Strong communication and coaching skills, with a track record of helping others grow.
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High attention to detail and a commitment to operational excellence.
The Interview Process 📚
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Recruiter Screen (30 min Zoom)
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Patient Service Supervisor Interview (30 min Zoom)
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Department Leader Interview (30 min Zoom)
Compensation 💰
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.)
While you are waiting for us to review your resume, here is some fun content to check out.
At this time, Midi Health is not able to sponsor or take over sponsorship of any employment visa (including H-1B, TN, or other work authorization). Applicants must be authorized to work in the U.S. without current or future visa sponsorship.
Please note that all official communication from Midi Health will come from an @joinmidi.com email address. We will never ask for payment of any kind during the application or hiring process. If you receive any suspicious communication claiming to be from Midi Health, please report it immediately by emailing us at [email protected].
Midi Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Please find our CCPA Privacy Notice for California Candidates here.
Midi Health
Meet Midi: The virtual care clinic created by specialists in perimenopause and menopause. Covered by insurance.
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