Claimant Engagement & Retention Specialist

Tort Experts; United States; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Profit-sharing bonuses

Health insurance

HSA/FSA matching

401k match

Unlimited PTO

Wellness program

Remote work

Home office budget

Job summary

Tort Experts is hiring a Claimant Engagement & Retention Specialist to re-engage non-responsive claimants by phone, SMS and email, and to warm-transfer them to the Medical Review team or partner law firm to keep claims moving. The role is fully remote in the US with typical hours 9am-5pm ET.

You’ll primarily outbound call, schedule callbacks, and respond to inquiries while protecting claimant data and following compliance guidelines.

Qualifications

• 1+ year in a call center, outbound sales, customer service or intake role.
• Comfortable making 80–150+ outbound calls per day.
• Reliable internet and a quiet workspace for remote work.

Responsibilities

• Outbound calls and warm transfers to keep claims moving.
• SMS and email outreach and tracking within guidelines.
• Inbound replies; book calls or route to appropriate team.
• Retention: address reasons for withdrawal and explain next steps.
• Returns tracking and CRM updates; maintain accurate notes.
• Protect claimant PII and medical information; escalate issues.

Skills

Outbound calling

Customer interaction

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Salesforce

Retool

Slack

Google Workspace

Job description

About the role

The Claimant Engagement & Retention Specialist re-engages non-responsive claimants by phone, SMS and email, and warm-transfers them to the Medical Review team or the partner law firm so their claims keep moving.

Location: Remote, 9am-5pm ET

What you’ll do

Most of the day is outbound calling; written outreach, inbound replies, retention and returns tracking fill the rest, in that priority order.

1. Outbound calls and warm transfers (primary focus)

• Work the non-responsive claimant list daily, making a high volume of outbound calls.
• Verify identity, confirm contact details and explain why the team is reaching out.
• Warm-transfer engaged claimants to the Medical Review team or the law firm, briefing the receiving party before handing off.
• Follow the call cadence and attempt rules; log every attempt, outcome and disposition in the CRM.
• Schedule callbacks when a claimant can’t talk now.

2. SMS and email outreach

• Send approved SMS and email templates to claimants who don’t pick up.
• Personalize messages within compliance guidelines and track delivery and response.

3. Inbound replies

• Monitor and reply promptly to SMS and email from non-responsive claimants.
• Answer basic questions, book a call or route the claimant to the right team.
• Escalate legal or medical questions instead of answering them.

4. Claimant retention

• Handle claimants who say they want to stop their claim: listen, find the reason and address concerns.
• Explain the process, timeline and next steps clearly and honestly, without pressure.
• Document the reason for withdrawal requests and outcomes; elevate to a supervisor or the firm when needed.
• Respect a final decision to withdraw and process it per firm policy.

5. Returns tracking (as time permits)

• Track returned documents, forms and records from claimants.
• Update case status in the CRM and follow up on missing or incomplete returns.

6. General

• Keep CRM notes accurate and complete; protect claimant PII and medical information.
• Flag recurring issues (bad numbers, common objections) to the team lead.

Qualifications

• High school diploma or equivalent.
• 1+ year in a call center, outbound sales, customer service or intake role.
• Comfortable making 80–150+ outbound calls per day (adjust to your volume).
• Basic computer skills: Salesforce, Retool, Slack, Google Suites.
• Reliable internet and a quiet workspace if remote.

Preferred

• Experience in mass tort, personal injury, legal intake or healthcare.
• Experience with retention, collections or save-desk work.
• Salesforce or similar CRM experience.
• Bilingual English/Spanish.

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
  • medical (Aetna)
  • dental (Guardian)
  • vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
  • $500 free FSA company contribution, even if $0 employee contribution
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
• Unlimited paid time off with planned role/responsibilities coverage
• Wellhub wellness benefit — access to 20,000+ gyms, studios, and wellness apps, fully covered by the company
• Work from home equipment budget (at company's discretion)
• Forever remote work environment

Why Join Us?

At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast-paced environments and are driven, client-focused, and eager to contribute to our mission of connecting clients with top-tier legal representation. Are you ready to lead the next wave of growth in legal marketing?

Please note that you may receive emails on behalf of Tort Experts from [e-mail]. This is not spam and has been sent from our HR/Payroll system, Rippling.

AA/EEO Statement:

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.