Application Appeals Specialist

Selectvoicecom; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Medical/Dental coverage (HMO)

Life insurance program

Free weekly in-house massage

Cash incentives for referrals

Career development

Annual salary increase based on performance

Fun working environment

Job summary

Selectvoicecom is seeking a highly organized and client-focused professional to manage the Social Security Disability application reconsideration process. This role involves guiding clients through complex application appeals while ensuring accuracy and efficiency.

The ideal candidate will possess strong communication skills, attention to detail, and the ability to handle multiple cases efficiently. Benefits include medical coverage, life insurance, and a fun working environment in Cebu IT Park.

Qualifications

• 3+ years of continuous customer service experience in a BPO environment.
• Strong phone and communication skills.
• Excellent command of the English language, with neutral or American accent.
• Ability to manage multiple cases.

Responsibilities

• Manage and guide clients through the application appeals process.
• Review denied SSDI claims and prepare appeal packets.
• Conduct follow-up calls to maintain communication with claimants.
• Ensure compliance with data security and confidentiality standards.

Skills

Customer Service

Communication

Attention to Detail

Case Management

Tools

CRM Systems

Job description

Position Overview

We are seeking a highly organized and client‑focused professional to manage the initial Social Security Disability (SSDI/SSI) application reconsideration appeal process. This role is the front line of the Social Security practice—guiding clients through complex application appeals, ensuring accuracy, and keeping cases moving forward without delay. You will work directly with clients by phone, recomplete applications through the SSA portal, and coordinate internally with staff to ensure a smooth and efficient appeals process. This is a production‑driven, detail‑oriented role requiring strong communication skills, persistence, and the ability to manage multiple cases simultaneously.

Responsibilities

Appeals Case Review

• Review denied SSDI claims and supporting documentation.
• Identify missing information required for appeal filing.
• Verify claimant demographic, employment, and medical information.
• Ensure appeal files are complete and properly organized.

Documentation & Medical Records Support

• Request and track medical records from healthcare providers.
• Follow up with medical offices regarding outstanding requests.
• Review incoming records for completeness.
• Upload and organize records within the firm’s case management system.

Appeals Preparation Support

• Assist in preparing appeal packets and supporting documentation.
• Complete administrative portions of appeal forms as directed.
• Coordinate collection of claimant questionnaires and supporting evidence.
• Ensure all required documents are obtained before submission.

Claimant Communication

• Conduct outbound and inbound calls regarding appeal status.
• Explain next steps in the appeals process using approved scripts and guidelines.
• Gather updated medical and employment information from claimants.
• Maintain regular communication with claimants throughout the appeal process.
• Maintain a professional, empathetic, and forward‑moving tone on all calls.
• Identify missing information and proactively follow up with clients.

Case Tracking & Workflow Management

• Monitor appeal deadlines and filing requirements.
• Update case management systems with accurate notes and status updates.
• Escalate urgent issues or missing documentation to attorneys or case managers.
• Maintain workflow queues and follow‑up schedules.

Compliance & Confidentiality

• Handle sensitive claimant information in accordance with firm policies.
• Maintain confidentiality of medical, financial, and personal information.
• Follow established data security procedures and documentation standards.
• Ensure compliance with client‑specific workflows and requirements.

Case Management & CRM

• Update all activity in the firm’s CRM system.
• Track application progress and ensure no cases stall.
• Upload and organize documentation.
• Maintain clear internal notes.

Internal Communication

• Coordinate with staff and management regarding case status.
• Flag issues immediately.
• Communicate via email and internal systems.

Quality Control & Compliance

• Verify consistency and accuracy of information.
• Follow firm procedures and SSA requirements.
• Participate in ongoing internal quality review processes.
• Maintain confidentiality and professionalism.

Qualifications

• 3+ years of continuous customer service experience in a BPO environment.
• Strong phone and communication skills.
• Must have excellent command of the English language, with neutral or American accent.
• High attention to detail.
• Ability to manage multiple cases.
• Comfortable with CRM systems.
• Self‑motivated and accountable.
• Professional, courteous, and responsive customer service and phone skills.
• Willing to work on‑site.
• Willing to work the night shift.

Preferred Qualifications

• Experience with SSDI/SSI applications.
• Law firm or intake experience.
• Familiarity with SSA processes.

Performance Expectations

• Timely completion of appeals tasks.
• High accuracy rate.
• Consistent follow‑up.
• Strong internal communication.

Benefits

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in‑house massage
• Cash incentives of Php5,000 for successfully referring friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family‑like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.