Director of Client Services

Summary

Join WRS Health as our Director of Client Services and lead our dedicated team in providing exceptional support to healthcare providers across the US. This critical role demands a results-oriented leader with proven experience in managing large, diverse teams. You will oversee daily operations, monitor team performance, and ensure high-quality service delivery while adhering to strict HIPAA regulations. The position requires strong leadership, communication, and problem-solving skills, along with a deep understanding of the healthcare industry. You will collaborate with various departments to optimize service delivery and drive team efficiency. This remote position offers flexible hours within 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 diverse Client Services team—including Virtual Assistants, Billing Service Representatives, and other customer-facing roles—in delivering exceptional support to U.S.-based healthcare professionals
• Monitor individual and team performance through KPIs, scorecards, and service quality metrics to ensure consistent, high-level service delivery
• Conduct regular one-on-one check-ins, team meetings, and performance reviews to maintain engagement, address challenges, and align on goals
• Handle client and internal escalations with urgency and professionalism, ensuring timely and effective resolution of issues
• Oversee the onboarding and training process for all new Client Services team members, ensuring alignment with company policies, workflows, and client expectations
• Generate and analyze team performance reports to identify trends, opportunities for development, and areas requiring corrective action
• Provide regular performance updates to the VP of Client Services, including escalation summaries, client satisfaction metrics, and actionable insights for continuous improvement
• Collaborate cross-functionally with departments such as Operations, Training, and Product to optimize service delivery and drive team efficiency
• Ensure strict adherence to HIPAA regulations and client confidentiality protocols across all client service functions

Benefits

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