Job description
Company Overview
Voted #1 EHR by PC Mag, WRS Health delivers a fully integrated cloud based EMR and practice management solutions to its clients. We bring solutions to physicians by providing constant enhancement of our products and services including EHR, practice management, marketing, patient coordination and billing.
Job Purpose and Role
We are looking for a results-driven and highly organized Director of Client Services to oversee client services teams in supporting healthcare providers in the US. This role plays a critical part in ensuring high-quality service delivery, maintaining team performance, and continuously improving operational efficiency.
Key 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.
Qualifications
- 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.)
Location: Remote
Hours: Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)
This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations of the department.
WRS Health is an equal opportunity employer.
