Case Management Specialist

Claim Coordinators serve as an important point of contact for existing claimants, making them a critical part of the claimant’s experience and assisting in moving their claim forward. They are responsible for confirming & verifying all claim information and handling any additional questions—via phone, web, email & live chat— exhibiting professionalism, empathy, and a sense of urgency.

Key Responsibilities:

• Client Engagement: Deliver best-in-class service during interactions, ensuring clients feel heard and supported.
• Data & Information Accuracy: Confirm & verify all detailed information about their claim while collecting any additional claim-related information with precision.
• Service Excellence: Approach every interaction with attention to detail and a sense of urgency to drive optimal outcomes.
• Process Guidance: Clearly explain next steps and transition clients to the Case Management team, including paralegals and attorneys.

Candidate Requirements

Essential Attributes:

• Customer Service Experience: Proven ability to engage with existing clients professionally with a willingness to assist in any way to ensure moving their claims forward.
• Professional Telephone Etiquette: Clear, courteous, and with an informative communication style.
• Active Listening & Communication Skills: Strong verbal and interpersonal abilities to understand and respond effectively.
• Written Communication: Excellent grammar, spelling, and punctuation.
• Organizational Skills: Strong time-management, task prioritization & a process-oriented mindset
• Multitasking: Comfortable managing multiple inquiries and tasks simultaneously.
• Team Collaboration: Works well independently, within a team environment and able to communicate & collaborate with attorneys, paralegals, and administrative staff.
• Adaptability & Flexibility: Thrives in dynamic, fast-paced & high-volume environments.
• Emotional Intelligence: Self-awareness, self-regulation, motivation, empathy, and social skills.

Preferred Qualifications:

• Law firm or Legal industry experience (a plus)
• Insurance, Healthcare & Medical Administration experience (a plus)
• Familiarity with CRM systems (Salesforce), VoIP software & electronic signature software
• Contact Center/Call Center (a plus)
• College degree (preferred but not required)
• Bilingual (a plus)