Client Service Support Specialist

Served With Honor, LLC; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Served with Honor LLC is hiring a Client Service Support Specialist in a remote US-based role. You will respond to inquiries via phone, chat, and email, delivering compassionate, accurate support for clients, families, and caregivers navigating billing, insurance, and social service needs.

Ideal candidates have a bachelor’s degree and at least three years in a healthcare contact center, with strong written and verbal communication, problem-solving, and CRM/ticketing tool experience.

Qualifications

• Bachelor’s degree is required.
• Minimum 3 years in a healthcare contact center.
• Experience with HIPAA regulated data is preferred.
• Comfort with CRM and ticketing tools.

Responsibilities

• Serve as first contact for clients seeking support services and billing issues.
• Respond with empathy and deliver accurate, timely solutions.
• Assist with appeals, grievance submissions, and status updates.
• Clarify insurance coverage and referrals across channels.
• Document interactions clearly in the CRM for continuity of care.
• Escalate urgent issues following protocol.

Skills

Empathy

Active listening

Clear communication

Healthcare knowledge

HIPAA awareness

CRM systems

Ticketing platforms

Time management

Education

Bachelor’s degree

Tools

CRM systems

Ticketing platforms

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 escalates 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 needsExperience 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.