The Client Relations Supervisor leads the daily execution of the department by monitoring workflow health, managing KPIs and SLAs, and ensuring team compliance. They are responsible for coaching staff, performing quality assurance, and serving as the primary escalation point for complex client situations.
The Junior Client Relations Specialist guides Veterans through onboarding, documentation, and the transition to Medical Experts. They serve as the primary support contact to ensure timely communication and accurate case progression within the CRM.
Manage inbound calls and conduct detailed Veteran screenings to move cases efficiently through the client journey. Coordinate communication between Veterans and Medical Experts while maintaining accurate CRM documentation.
The Supervisor will lead daily execution, own team performance through KPIs/SLAs, and run a weekly Quality Assurance program to ensure consistency and professionalism in Client Relations operations. This role also oversees the 2nd Opinion Review process operationally and provides coaching and development to direct reports.
