XTN-DA8F649 | SENIOR ACCOUNT MANAGER

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SENIOR AM RESPONSIBILITIES
Provides onboarding support and training to new AMs (Account Managers)
Assists AM Dept Head in conducting department audits.
Facilitates task analysis per AM to uncover Add On Opportunities.
Heads the Medical and Business Industry Special projects in coordination
with other departments
Trains, coaches, counsels, and evaluates the performance of AMs
Helps the AM Head in enforcing the policies, procedures, and standards for
the AMs in general
Handle high level client escalations and imposes corrective actions as needed
Accountable for ensuring AMs follow through with standard procedures
Oversees AMs admin responsibilities and provides periodic evaluation for
each Account Manager assigned to them.
Reports weekly highlights for their AM Team
Review performance metrics of the AMs and feedback performance status
Conducts Deep Dive Analysis (DDA) and interprets performance metrics in
case of underperformance and inconsistencies
Leads the Industry Managers with Client-VA onboarding, clinic workflow
reviews, and processes as needed
Collaborates with the AMs in training, coaching, counseling, and evaluating
the performance of the Virtual Assistants
Enforces policies, procedures, and technical standards for the VAs
Facilitates hard skills reassessment of canceled virtual assistants..

2+ years of Team Lead or managerial experience, with
strong skills in project and people management
Extensive Medical Virtual Assistant experience is a must
Displays in-depth knowledge on the following subject matter: US
Healthcare Operation and Systems, Medical Virtual Services/Roles,
Health Insurance, ICD 10 Codes, CPT Codes, EMRs, VOIPs, Patient
Care and Safety, Healthcare KPIs and Sales in Medical Industry
Strong understanding of performance metrics with aboveaverage
expertise in data analytics. Able to evaluate Virtual
Assistants’ performance, provide constructive feedback, and set
clear, goal-oriented development plans
Excellent record-keeping, planning, aimplementing projects, and
with above-average Salesforce user knowledge
Minimum of 1–2 years of experience working in a remote
staffing or outsourcing agency environment (non-negotiable)
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Trainer/ Coach experience or similar training experience is a plus

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