Client Relations Specialist

Prestige Veteran Medical Consulting

Department: Client Relations I

Job Type: Full-Time, Hourly (Non-Exempt)

Location: Remote (U.S.)

Pay Range:

$17–$18.50/hour (DOE)

This role is part of a leveled growth track (CRS Level 1–4) with clear performance milestones and promotion opportunities as Prestige scales.

About Prestige

Prestige Veteran Medical Consulting supports Veterans through record-based reviews for Independent Medical Opinions (IMOs)/Nexus letters and select DBQs, with professional communication and strong documentation standards. We work closely with Veterans, law firms, and remote Medical Experts to keep cases moving accurately, ethically, and on time.

Role Summary

The Client Relations Specialist (CRS) is the primary owner of inbound call intake and screening. You will speak directly with Veterans, complete screening intake, set accurate expectations about our scope, and move files forward through follow-up and documentation—while coordinating with Medical Experts as needed to prevent delays.

This role is call and screening focused. It is not primarily a chat role (chat is handled by the Jr. CRS team), though occasional text/outbound follow-up may be required to support workflow progression.

Key ResponsibilitiesInbound Calls Screening (Primary)

• 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 File Progression

• 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

Medical Expert 2nd Opinion Support

• 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 & Qualifications — Must Have

• 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)

Preferred Qualifications (Strong Pluses)

• 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)