Client Service Support Specialist

Job description

Location: Remote - US Position Summary: The Client Service Support Specialist is responsible for delivering personalized, accurate, and compassionate assistance to clients, their family members, and their caregivers as they navigate complex issues related to support services. The Client Service Support Specialist’s goal is to ensure our clients feel heard, valued, and supported, and they will accomplish that goal by responding to inquiries with a balance of efficiency and empathy, ensuring every interaction is meaningful and every concern is met with urgency and understanding. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Serve as the first point of contact for clients seeking support services, appeals, grievance, social service needs, billing issues, and insurance coverage. • Listen actively to client concerns, respond with empathy, and deliver accurate, timely solutions across communication channels (phone, chat, email). • Support clients navigating complex issues including appeals and grievance submissions and status updates. • Billing discrepancies and insurance coverage clarifications. • Community-based SDOH-related referrals. • Escalations and compliance-sensitive concerns. • Provide warm handoffs to internal specialists or external partners when additional expertise or intervention is needed. • Document all interactions clearly and accurately in the CRM system to ensure continuity of care and compliance with policies. • Recognize urgent or high-risk issues and escalate appropriately using established protocols. • Maintain up-to-date knowledge of service offerings and regulations. • Collaborate cross-functionally with internal departments. • Participate in quality improvement efforts, team meetings, and feedback sessions to ensure excellent client experience. Knowledge, Skills, and Abilities: • Bachelor’s degree required • A minimum of 3 years of customer experience in a healthcare contact center setting • Experience in a virtual contact center with digital navigation preferred • Demonstrated commitment to serving diverse populations with empathy, humility, and respect for cultural differences • Exceptional verbal and written communication skills, able to simplify complex information with compassion and clarity • Familiarity with billing processes, insurance plans, appeals, and grievance resolution • Understanding of Social Determinants of Health (SDOH) and ability to guide clients toward appropriate resources • Ability to remain calm and professional under pressure, especially when handling escalations • Demonstrated problem-solving skills and resourcefulness in navigating client needs • Experience working with HIPAA-regulated data and maintaining client confidentiality • Comfortable using CRM systems, ticketing platforms and digital communication tools • Strong organizational skills with attention to detail and follow-through • Ability to learn new processes and adapt to changes • Team-oriented, adaptable, and energized by a mission-driven, fast-paced environment • Use initiative to identify problems and provide solutions • Exceptional problem-solving and time management skills Served with Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.