Back to jobs
New

Patient Service Representative Supervisor

Remote

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

  • 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 patient-facing support role; healthcare or tech environment highly 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.

The Interview Process 📚

  • Recruiter Screen (30 min Zoom)

  • Patient Service Supervisor Interview (30 min Zoom)

  • 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. 

Midi 2024 in Review

Women Leaders Invest in Midi

Patient Testimonials

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 careers@joinmidi.com.

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.

Create a Job Alert

Interested in building your career at Midi Health? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Midi Health’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.