What are the responsibilities and job description for the Claimant Support Supervisor position at Consumer Attorney Records Services?
Claimant Support Supervisor
Department: Claimant Support
Reports To: CEO
Employment Type: Full-Time M-F; Exempt
Location: In Office (Pensacola)
About the Role
The Claimant Support Supervisor oversees the team responsible for communicating with claimants, gathering needed information, providing updates, and ensuring a professional and supportive service experience. This role helps maintain smooth communication between claimants, firms, and internal teams while ensuring quality, empathy, efficiency, and strong cross-department coordination.
Key Responsibilities
Claimant Support Operations
- Supervise claimant support staff and oversee daily communication workflows.
- Ensure claimants receive timely, professional, and accurate communication.
- Monitor inbound and outbound calls, emails, texts, and follow-up tasks.
- Train and coach staff on service standards, communication quality, and issue handling.
- Assist with escalated claimant concerns, sensitive conversations, and service recovery.
- Coordinate with retrieval, review, leadership, firms, and other departments as needed to keep cases moving efficiently.
- Track service metrics such as response times, follow-up completion, and claimant satisfaction.
Team Development & Vendor Coordination
- Provide training, coaching, feedback, and staff development to claimant support team members, including identifying training needs and helping staff grow in professionalism, communication quality, consistency, and accountability.
- Help establish and maintain reporting on department performance, communication quality, response times, follow-up completion, and claimant satisfaction.
- Support process improvements that increase efficiency, reduce errors, and strengthen service quality.
- Help manage professional relationships with outside vendors and support partners as needed to support communication quality, responsiveness, and service continuity.
- Ensure claimant support practices align with company procedures, confidentiality expectations, and firm-specific requirements.
Qualifications
Required
- Experience in customer support, claimant support, case coordination, medical records, or legal support.
- Supervisory or team lead experience preferred.
- Strong interpersonal and communication skills.
- Calm, professional, and solution-oriented approach.
- Ability to manage sensitive conversations with empathy and professionalism.
- Strong organizational skills and attention to detail.
- Knowledge of HIPAA and confidentiality practices preferred.
Preferred
- Experience working in a medical records, legal support, or service-focused environment.
- Comfort working cross-functionally in a fast-paced, communication-heavy role.
What Success Looks Like
In the first 90 days, a successful Claimant Support Supervisor will have:
- Built a team culture centered on professionalism, empathy, and consistent communication.
- Improved communication and follow-through between claimant support and other departments.
- Established clear expectations for service quality, documentation, and issue escalation.
- Helped ensure claimants and firms feel informed, supported, and responded to in a timely manner.