Senior Account Manager (Medical Virtual Assistant)
Job Summary
We are seeking an experienced Senior Account Manager (AM) to lead, coach, and develop a team of Account Managers supporting Medical Virtual Assistants (MVAs). This role is responsible for driving team performance, ensuring operational excellence, improving client satisfaction, and overseeing onboarding, training, quality assurance, and performance management. The ideal candidate is a strong people leader with extensive Medical Virtual Assistant experience and a proven background in remote staffing operations.
Important: We are strictly accepting candidates with 1–2 years of experience working in a remote staffing or outsourcing agency. This is a non-negotiable requirement.
KEY RESPONSIBILITIES
Leadership & Team Management
- Lead, coach, mentor, and evaluate a team of Account Managers.
- Provide onboarding support and training for newly hired Account Managers.
- Conduct regular performance reviews and provide actionable coaching.
- Handle escalations and implement corrective action plans when necessary.
- Ensure Account Managers consistently follow company policies, procedures, and service standards.
Performance & Operations
- Monitor and analyze team KPIs and performance metrics.
- Conduct Deep Dive Analysis (DDA) to identify trends, performance gaps, and operational inconsistencies.
- Report weekly team performance updates and recommend improvement strategies.
- Facilitate task analysis and identify new opportunities for operational efficiency.
- Coordinate and lead special projects within the Medical Business Industry.
Client & Medical Operations
- Support client onboarding and clinic workflow implementation.
- Collaborate with Account Managers to improve Virtual Assistant performance and client satisfaction.
- Conduct workflow reviews and recommend process improvements.
- Perform hard skills reassessments for Virtual Assistants as needed.
- Ensure compliance with operational and healthcare documentation standards.
QUALIFICATIONS
Required
- Minimum of 2 years of Team Lead or Managerial experience with strong people and project management skills.
- Extensive experience as a Medical Virtual Assistant is required.
- STRICT REQUIREMENT:1–2 years of experience working in a remote staffing or outsourcing agency (non-negotiable).
- Strong knowledge of:
- Medical Virtual Assistant operations
- Healthcare systems and workflows
- Medical terminology and specialties
- ICD-10 Coding
- CPT Codes
- EMRs/EHRs
- Medical documentation
- HIPAA compliance
- Patient Care & Safety
- Healthcare KPIs
- Medical industry sales
- Strong analytical skills with the ability to interpret performance metrics and make data-driven decisions.
- Experience creating performance improvement plans and coaching employees toward measurable goals.
- Excellent leadership, planning, organization, and problem-solving skills.
- Advanced Salesforce user knowledge.
- Excellent verbal and written English communication skills.
Preferred
- Trainer, Learning & Development, or Coaching experience.
- Experience managing healthcare operations or Medical Virtual Assistant teams in a remote environment.
What We're Looking For
- Proven leader with a passion for coaching and developing teams.
- Highly analytical with strong decision-making skills.
- Organized, proactive, and results-driven.
- Able to manage multiple priorities in a fast-paced remote environment.
- Strong client relationship and stakeholder management skills.
- Committed to continuous improvement and operational excellence.
Non-Negotiable Requirement
Applications will only be considered if the candidate has at least 1–2 years of experience working in a remote staffing or outsourcing agency. Candidates without this experience will not proceed in the hiring process.
