Client Support Specialist

About the job

Job Title: Client Support Specialist

Location: 100% Remote (US Only)

Compensation: $40,000-$50,000 + Full Benefits Package

Reports to: Care Delivery Manager

At Served with Honor, we believe every veteran and their family carries a story that deserves to be heard, honored, and supported. As a Client Service Support Specialist, you will be a part of the front line of high-touch digital service delivery, offering personalized, accurate, and compassionate assistance to clients, their family members and caregivers, as they navigate complex issues related to support services.

You will respond to inquiries with a balance of efficiency and empathy, ensuring every interaction is meaningful, and every concern is met with urgency and understanding. Your goal will be to ensure our clients feel heard, valued, and supported.

This role is ideal for someone with a background in customer service -healthcare member support who thrives in a fast-paced environment and understands the importance of advocacy and integrity in service.

What you will do:

• 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.

What you will bring:

• 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.
• Problem-Solving skills.
• Time-Management skills

Required Qualifications

• Bachelor’s degree required.
• A minimum of 3 years of customer experience in a healthcare setting/contact center.
• Experience in a virtual contact center with digital navigation.
• Demonstrated commitment to serving diverse populations with empathy, humility, and respect for cultural differences.

Preferred Qualifications

• Prior experience in a contact center or remote service setting.
• Familiarity with veteran administration.
• Experience working with Veterans is a plus.
• Experience with salesforce CRM is a plus