If you love leading from the front, coaching in real time, and keeping a fast-moving support operation running smooth, this role is for you. You’ll supervise a team of PSRs, manage daily queue flow, and drive quality, consistency, and patient-first outcomes in a digital healthcare startup.
About Midi Health
Midi Health provides compassionate virtual care for women 40+, with a focus on perimenopause, menopause, and midlife health needs. They’re building a modern, high-touch patient support experience in a remote-first environment.
Schedule
- Remote (U.S.)
- Department: Patient Services
- Reports to: PSR Manager
- Team size: 8–10 PSRs
- Tools: Zendesk, Athena, Google Workspace
What You’ll Do
- Own daily traffic management to keep the right people on the right workflows at the right times
- Monitor real-time queues and make live staffing/workflow adjustments to meet SLAs
- Track capacity, ticket distribution, and coverage to prevent bottlenecks and missed handoffs
- Deliver regular 1:1 coaching focused on communication, speed, and quality
- Conduct daily and weekly QA reviews and give clear, actionable feedback
- Serve as the first escalation point for day-to-day PSR questions and patient support issues
- Support onboarding and peer mentoring for new hires under the PSR Manager’s direction
- Partner with leadership to refine SOPs, training materials, and QA rubrics
- Share frontline insights to improve patient support processes and strengthen the overall patient experience
- Balance empathy and accountability while maintaining a culture of growth and excellence
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
- Hands-on experience with Zendesk, Athena, and Google Workspace
- Strong ability to manage workload distribution and prioritize in a fast-paced environment
- Strong coaching and communication skills with a track record of developing others
- High attention to detail and a mindset for operational efficiency and continuous improvement
Benefits
- Not listed in the posting (confirm during recruiter screen)
This one is built for people who can keep the machine moving without treating humans like parts. If that’s you, make the move.
Happy Hunting,
~Two Chicks…