Client relations supervisor (remote) — prestige veteran medical consulting

This is a remote position.

Client Relations Supervisor

Type: Full-Time, Hourly (Non-Exempt)

Location: Remote - Texas residents only

Schedule: Monday-Friday, 8:30 AM-5:30 PM CST

Pay: $23-$27 per hour, depending on experience, education, and job-relevant qualifications

Growth: 60-90 day performance review, with opportunity for an increase within range based on KPI/SLA ownership, QA execution, coaching effectiveness, and 2nd Opinion pipeline health.

About Prestige

Prestige Veteran Medical Consulting supports Veterans through records-based medical consulting services, including Independent Medical Opinions (IMOs)/Nexus letters and select DBQs. We work with Veterans, accredited representatives, law firms, and remote Medical Experts to keep cases moving accurately, ethically, and on time.

About the Role

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
• KPI, SLA, and workflow management
• Quality assurance and coaching
• Escalations and Veteran experience
• Second Opinion pipeline oversight
• Process improvement and cross-functional coordination

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.

Additional Responsibilities

The responsibilities listed above represent the core scope of the Client Relations Supervisor role but are not limited to those duties. As Prestige and the Client Relations Department continue to grow, the Supervisor may be assigned additional operational, leadership, cross-functional, process-improvement, and project-based responsibilities aligned with the needs of the department.

Requirements

Minimum Qualifications (Must-Haves)

• 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 (Strong Pluses)

• 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

Benefits (applies to eligible full-time hourly employees)

• 401(k) Retirement Plan and Match
• Paid Time Off (PTO) - 15 Days Per Year
• Paid Federal Holidays