Client Service Support Specialist

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 interventio...