VA Success Manager

About the Role

We are looking for a thoughtful, proactive, and relationship-focused VA Success Manager tosupport Virtual Assistants before and after they are placed with clients.

This role is responsible for helping VAs succeed through onboarding, readiness training,healthcare training, coaching, engagement check-ins, performance follow-up, documentation, and escalation support.

This is not a recruiting or sourcing role. Talent acquisition is handled separately.

The ideal candidate has experience supporting or training VAs in healthcare, dental, medical, or healthcare-adjacent roles. This person should be comfortable coaching remote team members, identifying performance risks early, and helping VAs understand the communication, professionalism, documentation, and service standards expected in healthcare client environments. This role requires strong judgment, curiosity, emotional intelligence, and the ability to balance empathy with accountability.

What You’ll Do

VA Onboarding, Readiness & Healthcare Training

• Orient new VA batches and help prepare them for client placement

• Conduct pre-start onboarding so VAs understand expectations before beginning with a client

• Run readiness and development training for VAs

• Provide or support healthcare training related to communication standards, professionalism, patient/client sensitivity, documentation, privacy awareness, and service expectations

• Validate VA engagement before placement

• Reinforce role clarity, attendance expectations, responsiveness, and accountability

• Help maintain warm-pool engagement for VAs who are preparing for placement or waiting for assignment

Placed VA Support & Coaching

• Build strong working relationships with active VAs

• Conduct monthly alignment sessions and engagement check-ins

• Coach VAs through communication, professionalism, performance, attendance, or role clarity concerns

• Help VAs understand client expectations and how to succeed in their role

• Facilitate structured coaching cycles based on the level of support needed

• Identify when a VA needs additional support, retraining, clarification, escalation, or replacement or consideration

• Reinforce high standards for remote work, communication, professionalism, and follow-through

Performance Monitoring & Retention

• Monitor VA engagement, performance health, and retention risk

• Identify early warning signs such as disengagement, poor responsiveness, missed expectations, communication issues, or role mismatch

• Help create recovery or improvement plans when concerns arise

• Track whether coaching and action plans are improving performance

• Escalate concerns or recommend replacement when performance thresholds are not being met

• Support strong VA retention by improving readiness, role clarity, communication, and support

Client Success Team Partnership

• Partner with Client Success Managers to understand client feedback, expectations, and performance concerns

• Coordinate coaching priorities based on client feedback

• Help determine whether an issue is related to training, communication, performance, role fit, or expectation mismatch

• Support structured recovery and action plans when client or VA concerns arise

• Communicate risks, trends, and recommendations clearly to the internal team

• Work cross-functionally with Client Success, Recruitment, Operations, and Leadership to improve outcomes

Documentation & Follow-Through

• Maintain accurate documentation of:

• Attendance

• Evaluations

• Recordings

• Coaching notes

• Engagement check-ins

• Escalation logs

• Exit notes

• Recommendations

• Track follow-up items until resolved

• Keep records organized and easy for leadership and the client success team to review

• Provide monthly summaries to leadership on VA status, risks, coaching needs, and recommendations

• Ensure no performance concern, follow-up, or escalation falls through the cracks

Program Improvement

• Identify recurring performance gaps across VAs

• Recommend improvements to orientation, onboarding, healthcare training, hiring filters, communication standards, and lifecycle processes

• Help improve playbooks, templates, trackers, training materials, and coaching workflows

• Use dashboards, documentation, AI tools, or automation to improve visibility, productivity, and retention over time

Required Experience

• Experience supporting, coaching, training, or managing Virtual Assistants or remote team members

• Healthcare, dental, medical, orthodontic, or healthcare-adjacent training experience required

• Experience helping team members understand healthcare client expectations, communication standards, professionalism, and documentation requirements

• Experience in VA management, team leadership, HR support, operations, client success, coaching, training, or a similar people-support role

• Strong relationship management skills

• Strong written and spoken English communication

• Excellent judgment and emotional intelligence

• Ability to stay calm and professional during difficult conversations

• Ability to ask thoughtful questions and understand the full situation before making

• recommendations

• Strong documentation and follow-up habits

• Comfortable working with remote teams

• Able to balance empathy with accountability

• Reliable, responsive, organized, and highly professional

What This Role Is Not

• This is not a recruiting role.

• This is not a sourcing role.

• This is not a basic administrative role.

• This role is about preparing, supporting, coaching, and retaining VAs, especially those serving

• healthcare-related clients. The right person must be able to identify performance risks, support improvement, partner with Client Success, and help build stronger systems for onboarding, training, and retention.

What Success Looks Like

• VAs are better prepared before placement

• Healthcare-related training expectations are clear and reinforced

• VAs understand client expectations, professionalism standards, and communication requirements

• Placed VAs feel supported, guided, and connected

• Performance concerns are identified early

• Coaching and recovery plans are followed through

• Client feedback is translated into clear VA coaching actions

• Documentation is accurate and useful

• Leadership has visibility into VA health, risks, retention concerns, and recommendations

• Strong VAs are retained and supported

• Poor-fit situations are identified thoughtfully and escalated appropriately

• Onboarding, healthcare training, and coaching systems improve over time