Client Service Support Specialist

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Served With Honor

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🏥 Healthcare

👥 B2C

🌍 Social Impact

Healthcare • B2C • Social Impact

Served With Honor is a veteran-first platform (branded as The Veteran Company™) that centralizes benefits, care, and community into one guided digital journey for veterans, families, and caregivers. With a single secure account users can access dedicated mentors, clinicians, and vetted partners to support VA claims and appeals, health and wellness (including telehealth), financial stability, career navigation and job placement, and community/lifestyle programming. The company emphasizes improving veterans’ “Healthspan” — practical, holistic steps across body, mind, sleep, nutrition, finances, and purpose to help veterans transition to and thrive in civilian life.

📋 Description

• 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.

🎯 Requirements

• 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 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 • Exceptional problem-solving and time management skills

🏖️ Benefits

• Health insurance • Paid time off • Flexible work arrangements • Professional development opportunities