Job Description
Note: The job is a remote job and is open to candidates in USA. Prestige Veteran Medical Consulting is dedicated to supporting Veterans through record-based reviews for Independent Medical Opinions and related documentation. The Client Relations Specialist will manage inbound call intake and screening, ensuring accurate communication with Veterans and coordination with Medical Experts to facilitate timely case progression.
Responsibilities
- Answer inbound calls and conduct professional, Veteran-centered screening conversations
- Create new leads in the CRM and complete screening forms accurately
- Educate Veterans on Prestige’s scope and process (record-based; no medical/legal advice; no guarantees)
- Send initial screening emails and agreement instructions as required
- Respond to Veteran questions within scope using approved messaging and templates
- Follow up on missing items (records, questionnaires, signatures) to move the case forward
- Support invoice follow-up as assigned within workflow standards
- Reconnect returning clients seeking additional services (ensure correct routing to assigned Medical Expert when applicable)
- Maintain accurate, timely CRM notes so any team member can understand case status and next steps
- Support Medical Experts by coordinating client communication when unresponsiveness stalls progress
- Assist with the operational side of the 2nd opinion review process (ensuring readiness items are completed, correct routing/statuses, and follow-ups executed)
- Escalate complex, sensitive, or out-of-scope issues to the Supervisor or appropriate leadership
Skills
- 1+ year experience in customer support, client services, call center, intake coordination, or case management (phone-heavy role preferred)
- Strong verbal communication and ability to guide structured conversations confidently
- Strong written communication (professional grammar and clear documentation)
- High attention to detail (accurate intake, correct notes, consistent follow-through)
- Comfort working in structured workflows (statuses, checklists, task ownership)
- Ability to remain calm and professional in sensitive or emotional conversations
- Reliable remote work habits (punctuality, responsiveness, organization)
- Comfort using CRMs and documentation tools (Zoho CRM preferred)
- Experience supporting Veterans or military populations (professional or volunteer)
- Familiarity with VA disability-related documentation concepts, such as Nexus letters/IMOs and DBQs (general understanding; we train)
- Experience in healthcare admin, medical documentation, medical-legal workflows, or deadline-driven case environments
- QA/documentation experience (audit mindset, reducing rework)
Company Overview
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