This is the “floor lead” job. You’re running traffic, keeping queues healthy, coaching in real time, and making sure patients get helped fast without sacrificing empathy. If you like building people up and tightening systems at the same time, this role fits.
About Midi Health
Midi is a mission-driven digital healthcare company focused on modern women’s care. Remote-first and startup-paced, they rely on Patient Services to protect the patient experience across scheduling, billing, and escalations.
Schedule
- Fully remote (USA)
- You’ll manage live traffic flow and staffing coverage to hit SLAs
- Expect a fast-paced environment with real-time priorities and frequent pivots
What You’ll Do
• Own daily traffic management: staffing the right PSRs on the right workflows at the right times
• Monitor real-time queues and make live adjustments to meet SLAs
• Track team capacity and ticket distribution to optimize coverage and prevent bottlenecks
• Deliver regular 1:1 coaching focused on communication, efficiency, and quality
• Conduct daily and weekly QA reviews and give clear, actionable, empathetic feedback
• Partner with the PSR Manager to surface trends and reinforce accountability
• Serve as first point of escalation for day-to-day PSR questions and patient support issues
• Support onboarding and peer mentoring for new hires
• Collaborate on SOPs, training improvements, and QA rubrics
• Share frontline insights with leadership to improve patient support processes
What You Need
• 3+ years in a patient-facing support role (healthcare or tech preferred)
• 1+ years in a team lead, QA, or training capacity
• Experience with Zendesk, Athena, and Google Workspace
• Strong ability to prioritize, distribute workload, and manage shifting queues in real time
• Coaching-first communication style with high standards and high empathy
• Sharp attention to detail and a consistent operational mindset
Benefits
Midi typically offers health coverage, PTO, and a remote-first setup, plus the chance to shape how a growing care team operates day to day.
If you’re ready to be the person who keeps the wheels turning and makes the team better while you’re doing it, don’t sit on this one. Apply now.
Happy Hunting,
~Two Chicks…