Patient Service Representative Supervisor
Skills
- Experience with Zendesk
- Experience with Athena
- Proficient with Google Workspace
- Team leadership and coaching
- Quality assurance and feedback delivery
- Workload distribution and prioritization
- Strong written and verbal communication
- Operational efficiency and process improvement
- Attention to detail
- Customer/patient-focused mindset
Responsibilities
- Manage daily traffic and staff the right team members on appropriate workflows to meet demand
- Monitor real-time queues and make live adjustments to maintain SLAs
- Distribute tickets and balance team capacity to optimize coverage
- Deliver regular 1:1 coaching focused on communication, efficiency, and quality
- Conduct daily and weekly QA reviews and provide actionable feedback
- Serve as first point of escalation for day-to-day PSR issues
- Support onboarding and peer mentoring for new hires under PSR Manager direction
- Partner with PSR Manager to surface performance trends and enforce accountability
- Collaborate to refine SOPs, training materials, and QA rubrics
- Identify and implement workflow improvements to increase operational efficiency
Education
- High school diploma or GED required
- Bachelor's degree preferred but not required
Benefits
- Medical, dental, and vision insurance
- 401(k)
- Paid time off (PTO)
- Work-from-home stipend
- Remote-friendly culture
- Professional development and training opportunities
Average salary estimate
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