[Hiring] Client Relations Supervisor @Prestige Veteran Medical Consulting

Role Description

This is a remote position.

• Type: Full-Time, Hourly (Non-Exempt)
• Location: Remote (U.S.)
• Pay: $23–$27/hour DOE (experience, education, job-relevant qualifications)
• Growth: 60–90 day performance review with opportunity for an increase within range based on KPI/SLA ownership, QA execution, and 2nd Opinion pipeline health.

Prestige is scaling quickly, and we’re hiring a Client Relations Supervisor to lead day-to-day execution and ensure Client Relations operates with consistency, speed, and professionalism. This role protects quality and compliance, keeps workflows moving, coaches the team, and ensures performance is measurable—so results do not depend on one person’s memory, availability, or heroic effort.

This role is not a frontline screener and does not live in the inbox. The Supervisor leads execution, coaching, QA, and escalation management so CRS and Jr CRS can focus on direct client work while the department maintains clear standards and predictable outcomes.

Team Size & Growth: This is an early-stage leadership role supervising a small team (typically fewer than 5 direct reports). We’re looking for a hands-on leader excited to build strong structure now—processes, coaching rhythms, QA, and performance standards—and grow with Prestige as we scale.

Key Responsibilities

• Lead daily execution: huddles, coverage, priorities, and blocker removal
• Own team performance through KPIs/SLAs and weekly reporting
• Run a weekly QA program (notes, statuses, templates/scripts, routing accuracy) and coach to improvement
• Oversee the 2nd Opinion Review process operationally: board health, accurate staging, aging control, follow-up cadence, escalations, maintain packet discipline and clean hand-offs (CRS ↔ ME ↔ client)
• Provide coaching and development: weekly 1-on-1s for Jr CRS and CRS Levels 1–3 until CRS Level 4 is established, onboarding/ramp plans for new hires
• Ensure communication standards and call documentation consistency (scripts + professionalism)
• (Note: This role provides operational oversight and does not make clinical determinations.)

What Success Looks Like in the First 90 Days

• Weekly KPI/SLA dashboard is live, reviewed consistently, and driving specific improvements
• QA program is active with a documented coaching loop and a reduction in rework/errors
• 2nd Opinion pipeline is accurately staged, monitored daily, and aging is controlled (no silent stalls)
• Team operating rhythm is established: brief daily huddles, clear escalation path, and consistent 1:1 coaching cadence
• Clear role lane adherence (CRS focused on inbound/screening, Jr CRS on chat/text/workflow support, Supervisor on execution/QA/escalations).

Qualifications

• 2+ years of experience leading a customer-facing support or client services team (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 (1:1s, feedback, performance improvement)
• Experience owning or strongly supporting a Quality Assurance (QA) process (audits, scorecards, reducing errors, improving consistency)
• Ability to track and report KPIs/SLAs (response times, follow-up completion, backlog/aging, productivity)
• Strong escalation management skills with a calm, professional approach in sensitive situations
• Excellent written communication (polished grammar, professional tone, consistent messaging)
• Strong documentation standards and attention to detail (clear notes, clean hand-offs, follow-up tracking)
• Comfortable working within structured workflows (statuses, queues, checklists, task ownership)
• Able to handle sensitive information with confidentiality and compliance awareness (HIPAA awareness strongly preferred)
• Comfortable working remotely with strong reliability, organization, and responsiveness
• Able to collaborate cross-functionally, including coordinating with Medical Experts (non-clinical operational support)

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 + Match
• 401(k) available after 90 days and once the position is confirmed as permanent
• Employer match up to the first 4% (based on plan rules) after 90 days and confirmation of permanent employment.
• Paid Time Off (PTO) — 15 Days/Year
• 15 days (120 hours) of PTO annually for full-time employees
• Accrued each pay period (you build it over time vs. getting it all upfront)
• Begins accruing on Day 1 and can be used after it has been earned (typically after the first full month)
• Hourly employees use PTO in hourly increments
• No carryover year to year (unused time resets)
• PTO is designed to cover vacation, personal time, and sick time (one combined bank)
• Paid Federal Holidays (for eligible schedules)
• Paid holidays are offered to eligible full-time employees who work a regular, structured schedule: 5 consecutive days/week, 8 hours/day
• Eligible employees receive holiday pay at their regular rate, up to 8 hours
• Holiday pay does not count as hours worked for overtime calculations
• Important schedule note: Flexible full-time schedules are not eligible for paid holiday hours
• Part-time/temporary/contract roles are not eligible unless stated in writing