Patient Service Representative Supervisor

Patient Service Representative Supervisor @ Midi Health 👩‍⚕️💻

Location: Remote

Preferred Time Zone: Pacific Time Zone (PST/PDT)

We are seeking a dedicated and proactive Customer Support Team Lead to oversee our Patient Experience Team. In this pivotal role, you will ensure smooth support operations, address patient concerns, and coach to meet key performance metrics. You will be an effective communicator, a problem solver, and a strong advocate for patient feedback and experience. If you thrive in a fast-paced environment, embrace challenges as opportunities for innovation, and are motivated by fostering team growth and success, this role will be a perfect fit.

This job is “HOT”:  🔥 

• Escalation Handling: Serve as the main point of contact for escalated patient concerns and internal team issues, providing clear guidance and resolution strategies.
• Process Improvement: Evaluate current workflows and processes, identifying areas for improvement and implementing strategies that enhance efficiency and effectiveness, with a focus on patient feedback.
• Training and Development: Lead continuous training and development initiatives to ensure the team stays current on best practices.

Business impact- Not just surviving but thriving 📈  

• Team Management: Lead and mentor the Patient Experience Team, ensuring all members are well-equipped to address technical support issues, patient escalations, and customer complaints effectively.
• Performance Monitoring: Provide regular, impactful coaching to enhance team performance and skill development.
• Feedback Implementation: Collaborate with team members to develop and implement new processes aimed at improving the patient experience based on survey results and direct feedback.
• Cross-Functional Collaboration: Engage with other teams and departments to represent the voice of the patient, advocating for their needs and ensuring alignment in patient care strategies.
• Reporting: Prepare and present comprehensive reports on team performance, patient satisfaction, and improvement initiatives to leadership.

What you will need to succeed: 🌱

• 3 years experience in phone, live chat and ticket support, preferably with Zendesk.
• 1 year people management skills
• Proven experience in customer support, ideally in a healthcare or technology environment.
• Strong leadership and team management skills. 
• Excellent problem-solving abilities and a customer-centric mindset.
• Familiarity with performance and quality metrics.
• Exceptional communication and interpersonal skills.
• Ability to analyze data and translate findings into actionable improvements.
• Experience with process development and implementation.
• Proven ability to thrive in a dynamic environment, managing change and adjusting priorities to meet evolving patient and organizational needs.
• Ability to work West Coast hours.

The interview process will include: 📚 

1. Recruiter Screen (30 min) 
2. Hiring Manager Screen (30 min) 
3. Team Member Interviews- (2-3 hr)

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