[Hiring] Client Relations Supervisor @Prestige Veteran Medical Consulting

Role Description

This is a remote position.

Prestige is growing, and we are looking for a hands-on Client Relations Supervisor to lead the daily execution of our Client Relations Department. This is not a frontline screening or inbox-coverage position. The Supervisor is responsible for ensuring the team’s work is organized, timely, measurable, compliant, and consistently documented. You will lead the daily operating rhythm, monitor workflow health, coach CRS and Jr. CRS team members, manage escalations, run QA, and use KPI/SLA data to prevent avoidable delays and rework.

You will supervise a small team, typically fewer than five direct reports, during an important stage of department growth. We need a leader who is comfortable building structure: clear expectations, practical coaching, reliable reporting, and repeatable workflows that do not depend on one person’s memory or availability. This role provides operational oversight only and does not make clinical, legal, or claims determinations.

What You Will Own

• Daily execution and team leadership
  • Lead brief daily huddles, coverage planning, priority setting, and blocker removal.
  • Monitor workflow movement throughout the day, including new-lead progression, same-day response discipline, task completion, voicemail aging, and workload balance.
  • Maintain clear role lanes across CRS and Jr. CRS staff.
  • Ensure the team knows what is expected, what is urgent, and when to escalate.
• KPI, SLA, and workflow management
  • Own department KPI/SLA performance and provide clear weekly reporting to Operations.
  • Track response times, follow-up completion, task completion, backlog/aging, screening movement, productivity, conversion trends, and communication quality.
  • Identify risks early and take action before a queue, case, or client experience silently stalls.
  • Partner with Operations on staffing needs, workflow adjustments, performance risks, and improvement opportunities.
• Quality assurance and coaching
  • Run a consistent QA program that reviews CRM notes, file statuses, routing accuracy, templates/scripts, communication quality, promise-control, and handoff discipline.
  • Deliver direct, respectful coaching that improves performance and reduces repeat errors.
  • Hold regular one-on-ones with Jr. CRS and CRS Levels 1-3 and maintain clear documentation of coaching, expectations, and improvement plans.
  • Support onboarding and ramp plans for new hires, including workflow, documentation, communication, and scope-boundary training.
• Escalations and Veteran experience
  • Serve as the first leadership escalation point for sensitive, complex, or dissatisfied Veteran situations.
  • Help staff respond calmly and professionally while protecting scope boundaries, confidentiality, and company standards.
  • Ensure escalations are documented clearly and used to identify training or process improvements.
• Second Opinion pipeline oversight
  • Own the operational health of the 2nd Opinion Review process, including accurate staging, aging control, follow-up cadence, packet readiness, and escalation routing.
  • Maintain disciplined, timely handoffs between Client Relations, Medical Experts, and clients.
  • Ensure stalled cases have visibility and are not left without appropriate follow-up.
• Process improvement and cross-functional coordination
  • Work closely with Operations, Medical Experts, and internal support teams to remove bottlenecks and prevent avoidable delays.
  • Improve SOPs, templates, coaching tools, and workflow processes as the department scales.
  • Support Attorney/VSO and other cross-department workflows when assigned.

What Success Looks Like in the First 90 Days

• A reliable weekly KPI/SLA dashboard is live, reviewed consistently, and used to drive specific improvements.
• QA is active, documented, and producing a clear coaching loop with reduced errors and rework.
• The 2nd Opinion pipeline is accurately staged, reviewed daily, and protected from silent aging.
• The team has a consistent operating rhythm: daily huddles, clear escalation routes, coverage planning, and regular one-on-ones.
• CRS, Jr. CRS, and Supervisor role lanes are understood and followed.
• Leadership has clear visibility into department wins, risks, coaching needs, staffing concerns, and recommended improvements.

Qualifications

• 2+ years of direct supervisory or team-lead experience in a customer-facing support or client-services environment (call center, case management, customer support, client success, or similar).
• Associate’s or Bachelor’s Degree preferred; High School Diploma or GED required.
• Proven ability to coach and develop staff through 1:1s, feedback, and performance improvement.
• Experience owning or materially supporting a Quality Assurance (QA) process, including audits, scorecards, coaching, error reduction, and consistency improvement.
• Ability to track and report KPIs/SLAs, including response times, follow-up completion, backlog/aging, productivity, and quality trends.
• Strong escalation-management skills with calm, professional judgment in sensitive situations.
• Excellent written communication, including polished grammar, professional tone, and consistent messaging.
• Strong documentation standards and attention to detail, including clear notes, clean handoffs, and follow-up tracking.
• Comfortable working within structured workflows, including statuses, queues, checklists, task ownership, and reporting.
• Able to handle sensitive information with confidentiality and compliance awareness; HIPAA awareness is strongly preferred.
• Proven ability to lead in a remote environment with strong reliability, organization, responsiveness, and accountability.
• Able to collaborate cross-functionally, including coordinating with Medical Experts in a non-clinical operational-support capacity.

Preferred Qualifications

• Veteran or military-affiliated background.
• Experience working with Veterans in a professional setting (VA-related services, veteran support orgs, healthcare admin, legal support, etc.).
• Familiarity with VA disability claim support workflows, including general understanding of Nexus letters/IMOs and DBQs (record-based support context).
• Experience in a medical–legal, healthcare documentation, or deadline-driven case workflow environment.
• CRM proficiency (Zoho CRM preferred) and comfort using shared drives and standardized templates/scripts.
• Prior experience building or improving SOPs, templates, or workflow processes for scaling teams.

Benefits

• 401(k) Retirement Plan and Match: 401(k) eligibility begins after 90 days and confirmation of permanent employment. Employer match up to the first 4%, subject to plan rules.
• Paid Time Off (PTO) - 15 Days Per Year: 15 days (120 hours) of PTO annually for eligible full-time employees. PTO accrues each pay period rather than being provided upfront. Accrual begins on Day 1 and may be used once earned, typically after the first full month. Hourly employees use PTO in hourly increments. PTO is one combined bank for vacation, personal, and sick time. Unused PTO does not carry over year to year.
• Paid Federal Holidays: Paid holidays are available to eligible full-time employees who work a regular, structured schedule of five consecutive days per week, eight hours per day. Eligible employees receive holiday pay at their regular rate for up to eight hours. Holiday pay does not count as hours worked when calculating overtime. Flexible full-time schedules are not eligible for paid holiday hours. Part-time, temporary, and contract roles are not eligible unless otherwise stated in writing.