About the RoleWe 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 DoVA Onboarding, Readiness & Healthcare TrainingOrient new VA batches and help prepare them for client placementConduct pre-start onboarding so VAs understand expectations before beginning with a clientRun readiness and development training for VAsProvide or support healthcare training related to communication standards, professionalism, patient/client sensitivity, documentation, privacy awareness, and service expectationsValidate VA engagement before placementReinforce role clarity, attendance expectations, responsiveness, and accountabilityHelp maintain warm-pool engagement for VAs who are preparing for placement or waiting for assignmentPlaced VA Support & CoachingBuild strong working relationships with active VAsConduct monthly alignment sessions and engagement check-insCoach VAs through communication, professionalism, performance, attendance, or role clarity concernsHelp VAs understand client expectations and how to succeed in their roleFacilitate structured coaching cycles based on the level of support neededIdentify when a VA needs additional support, retraining, clarification, escalation, or replacement or considerationReinforce high standards for remote work, communication, professionalism, and follow-throughPerformance Monitoring & RetentionMonitor VA engagement, performance health, and retention riskIdentify early warning signs such as disengagement, poor responsiveness, missed expectations, communication issues, or role mismatchHelp create recovery or improvement plans when concerns ariseTrack whether coaching and action plans are improving performanceEscalate concerns or recommend replacement when performance thresholds are not being metSupport strong VA retention by improving readiness, role clarity, communication, and supportClient Success Team PartnershipPartner with Client Success Managers to understand client feedback, expectations, and performance concernsCoordinate coaching priorities based on client feedbackHelp determine whether an issue is related to training, communication, performance, role fit, or expectation mismatchSupport structured recovery and action plans when client or VA concerns ariseCommunicate risks, trends, and recommendations clearly to the internal teamWork cross-functionally with Client Success, Recruitment, Operations, and Leadership to improve outcomesDocumentation & Follow-ThroughMaintain accurate documentation of:AttendanceEvaluationsRecordingsCoaching notesEngagement check-insEscalation logsExit notesRecommendationsTrack follow-up items until resolvedKeep records organized and easy for leadership and the client success team to reviewProvide monthly summaries to leadership on VA status, risks, coaching needs, and recommendationsEnsure no performance concern, follow-up, or escalation falls through the cracksProgram ImprovementIdentify recurring performance gaps across VAsRecommend improvements to orientation, onboarding, healthcare training, hiring filters, communication standards, and lifecycle processesHelp improve playbooks, templates, trackers, training materials, and coaching workflowsUse dashboards, documentation, AI tools, or automation to improve visibility, productivity, and retention over timeRequired ExperienceExperience supporting, coaching, training, or managing Virtual Assistants or remote team membersHealthcare, dental, medical, orthodontic, or healthcare-adjacent training experience requiredExperience helping team members understand healthcare client expectations, communication standards, professionalism, and documentation requirementsExperience in VA management, team leadership, HR support, operations, client success, coaching, training, or a similar people-support roleStrong relationship management skillsStrong written and spoken English communicationExcellent judgment and emotional intelligenceAbility to stay calm and professional during difficult conversationsAbility to ask thoughtful questions and understand the full situation before makingrecommendationsStrong documentation and follow-up habitsComfortable working with remote teamsAble to balance empathy with accountabilityReliable, responsive, organized, and highly professionalWhat This Role Is NotThis 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 servinghealthcare-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 LikeVAs are better prepared before placementHealthcare-related training expectations are clear and reinforcedVAs understand client expectations, professionalism standards, and communication requirementsPlaced VAs feel supported, guided, and connectedPerformance concerns are identified earlyCoaching and recovery plans are followed throughClient feedback is translated into clear VA coaching actionsDocumentation is accurate and usefulLeadership has visibility into VA health, risks, retention concerns, and recommendationsStrong VAs are retained and supportedPoor-fit situations are identified thoughtfully and escalated appropriatelyOnboarding, healthcare training, and coaching systems improve over timeAbout Virtual TeammateVirtual Teammate is transforming the virtual staffing industry with a simpler, more effective approach. Our extensive experience in remote work means we know how to help you create value quickly. Here’s why you should join us:- Lightning Fast Hiring Process: Get started quickly with a simplified recruitment - endorsement process.- Dedicated and Engaged Support: Our hands-on team is committed to giving you personalized assistance and unwavering support from start to finish. - Dynamic Scalability: Opportunities to grow and adapt with us.We do not operate by hierarchy but through teamwork and we support each other to achieve great things together. Join Virtual Teammate and be a part of a team that values your contributions and empowers you to thrive.
27 days ago