If you’re a coach at heart who can run the floor, keep queues moving, and raise the bar without crushing morale, this role fits. You’ll supervise a small PSR team, manage real-time traffic, and use QA + coaching to improve speed, consistency, and patient experience.
About Midi Health
Midi Health provides virtual care for women 40+ with a focus on perimenopause, menopause, and other midlife health needs. They’re building a patient-first telehealth experience supported by strong operational teams.
Schedule
- Remote, USA
- Full-time
- Department: Patient Services
- Reports to: PSR Manager
What You’ll Do
- Own daily traffic management to ensure coverage across workflows and shifts
- Monitor real-time queues and reassign work live to meet SLAs
- Track team capacity and ticket distribution to optimize patient support coverage
- Deliver regular 1:1 coaching focused on communication, efficiency, and quality
- Complete daily and weekly QA reviews and provide actionable, empathetic feedback
- Surface trends to the PSR Manager and support accountability plans as needed
- Serve as first escalation point for day-to-day PSR questions and issues
- Build trust with an assigned team of 8–10 PSRs and drive a culture of continuous improvement
- Support onboarding and peer mentoring for new hires under PSR Manager direction
- Partner with the PSR Manager to refine SOPs, training, and QA rubrics
- Share frontline insights to help improve patient support processes
What You Need
- 3+ years supervising a support team (healthcare or tech preferred)
- 1+ year in a team lead, QA, or training capacity
- Experience with Zendesk, Athena, and Google Workspace
- Strong ability to manage workload distribution and prioritize in a fast-changing environment
- Clear communication and strong coaching skills with a track record of developing people
- High attention to detail and an operational excellence mindset
Benefits
- Not listed in the posting provided
If you can keep the wheels on the bus and still make the riders feel cared for, you’ll do well here.
Happy Hunting,
~Two Chicks…