Remote Client Relations Leader — KPI & QA Driven

Zohorecruit; Polska; Hybrid; PLN 124,000 - 145,000; Full time

Job summary

Prestige Veteran Medical Consulting is a veteran-owned medical consulting firm focused on Independent Medical Opinions (IMOs) and nexus letters, delivering DBQs to support veterans’ disability claims.

The Client Relations Supervisor role is remote and full-time, overseeing a small CRS team, driving KPIs, and ensuring compliant, timely client interactions while maintaining high-quality standards for veteran-focused services.

Qualifications

• 2+ years of direct supervisory or team-lead experience in a customer-facing environment.
• Associate's or Bachelor's Degree preferred; High School Diploma or GED required.
• Ability to coach and develop staff through 1:1s, feedback, and performance improvement.
• Experience owning or supporting a QA process, including audits, scorecards, coaching, and error reduction.
• Ability to track and report KPIs/SLAs, including response times, follow-up, backlog, and quality trends.
• Strong escalation-management skills with calm, professional judgment.
• Excellent written communication and professional tone.
• Documentation standards with clear notes, handoffs, and follow-up tracking.
• Comfortable with structured workflows, including statuses, queues, checklists, and reporting.
• Able to handle sensitive information with confidentiality and compliance awareness; HIPAA awareness is preferred.
• Proven ability to lead in a remote environment with reliability and accountability.
• Able to collaborate cross-functionally with Medical Experts in a non-clinical ops capacity.

Responsibilities

• Lead daily huddles, coverage planning, priority setting, and blocker removal.
• Monitor workflow movement, including new-lead progression and response discipline.
• Maintain clear role lanes across CRS and Jr. CRS staff.
• Own department KPI/SLA performance and weekly reporting to Operations.
• Identify risks early and prevent delays; coordinate with Operations on staffing needs.
• Run QA program and provide coaching to improve performance and reduce errors.
• Hold regular one-on-ones and document coaching and improvement plans.
• Support onboarding and ramp plans for new hires.
• Serve as leadership escalation point for sensitive Veteran situations.
• Oversee Second Opinion pipeline health and timely handoffs.
• Improve SOPs and workflows; support cross-department processes.

Skills

Coaching

QA process

KPI/SLAs

Escalation management

Written communication

Documentation standards

Remote work

Cross-functional collaboration

Leadership

Operational oversight

Education

Bachelor’s degree preferred

High School Diploma or GED required

Job description

Prestige Veteran Medical Consulting is a veteran-owned medical consulting firm focused on Independent Medical Opinions (IMOs) and nexus letters, delivering DBQs to support veterans’ disability claims.

The Client Relations Supervisor role is remote and full-time, overseeing a small CRS team, driving KPIs, and ensuring compliant, timely client interactions while maintaining high-quality standards for veteran-focused services.