Director for Client Services

Summary

Join WRS Health as our Sr. Director of Client Services for VA and lead a team of Virtual Assistants supporting US healthcare providers. This critical role ensures high-quality service delivery, maintains team performance, and improves operational efficiency. You will lead, coach, and manage the VA team, monitor performance using KPIs, conduct regular check-ins, handle escalations, and coordinate onboarding and training. Responsibilities include generating performance reports, reporting to the VP of Client Services, collaborating with internal departments, and ensuring HIPAA compliance. The ideal candidate possesses extensive leadership experience, a strong background in team management, and excellent communication skills. Remote work is available during standard US business hours.

Requirements

• Proven experience in customer service or virtual assistant management, preferably in the healthcare industry
• At least 5 years of leadership experience managing large teams
• Experience in handling client relationships, including managing escalations, delivering service recovery, and maintaining high customer satisfaction levels
• Strong background in team reporting, monitoring, and performance management
• Demonstrated ability to set, track, and drive team KPIs, with a solid understanding of performance scorecards and metrics analysis
• Background in coaching and developing team members, including conducting regular feedback sessions, performance reviews, and team development plans
• Excellent verbal and written communication skills, with the ability to lead team meetings and collaborate cross-functionally
• Familiarity with healthcare processes, medical terminology, or experience supporting US healthcare clients
• Tech-savvy and comfortable working with remote teams and digital tools (e.g., CRMs, communication platforms, Google Workspace, performance dashboards, etc.)

Responsibilities

• Lead, coach, and manage a team of Virtual Assistants (VAs) supporting US-based healthcare professionals
• Monitor and evaluate individual and team performance using KPIs and scorecards
• Conduct regular one-on-one check-ins and team meetings to ensure alignment and support
• Handle escalations and provide timely resolutions to both internal and client concerns
• Coordinate onboarding and training of new VAs to ensure they are aligned with company and client standards
• Generate and analyze performance reports to identify trends, strengths, and areas for improvement
• Report team performance, escalations, and client satisfaction metrics to the VP of Client Services on a regular basis, including actionable insights and recommendations for improvement
• Collaborate with internal departments to enhance team performance and service quality
• Ensure that all team members follow HIPAA guidelines and client confidentiality protocols

Benefits

• Location: Remote
• Hours: Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)