Job Title: Client Support SpecialistLocation: 100% Remote (US Only)Compensation: $40,000-$50,000 + Full Benefits PackageReports 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'll be on the front lines of high-touch digital service delivery, offering personalized, accurate, and compassionate assistance to clients, their families, and caregivers navigating complex support services.
You'll respond to inquiries with a perfect blend of efficiency and empathy, ensuring each interaction is meaningful and every concern receives urgent, understanding attention. Your mission? Making sure our clients feel truly heard, valued, and supported.
This role is tailor-made for someone with a customer service or healthcare support background who thrives in fast-paced environments and understands the critical importance of advocacy and integrity.
What you will do:
Serve as the primary contact for clients seeking support services, appeals, grievances, 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 through complex issues including appeals and grievance submissions and status updates.
Resolve billing discrepancies and insurance coverage clarifications.
Facilitate community-based SDOH-related referrals.
Handle escalations and compliance-sensitive concerns.
Provide warm handoffs to internal specialists or external partners when additional expertise is needed.
Document all interactions clearly and accurately in the CRM system to ensure continuity of care and policy compliance.
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 during 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 meticulous 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.
Proactive in identifying problems and providing solutions.
Strong problem-solving skills.
Excellent time-management capabilities.
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.
Compensation and Benefits:Along with competitive pay, full-time employees are eligible for the following benefits:
Healthcare: PPO and HSA plans
Retirement: 401(k) with up to 3% employer match
Flexible Spending: Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Paid Time Off: 30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure
Insurance: Short and Long-Term Disability, Life Insurance
Family & Medical Leave: Paid Parental Leave, Military Leave, and Bereavement Leave
Other Benefits: Employee discounts, Jury Duty Pay, Time-Off to Vote, and more
This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.
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.
Compensation Range: $40K - $50K
