Prestige Veteran Medical Consulting

Role Description This is a remote position. Pay Range: $15–$17/hour (DOE) This role is part of a leveled growth track (Jr. CRS Levels 1–3) with clear milestones and promotion opportunities as Prestige scales. The Junior Client Relations Specialist (Jr. CRS) — Level 1 is an entry-level, chat/text-first role that supports Veteran communication and keeps workflows moving. You will manage website chat, text messaging, document receipt confirmations, uploads, and assigned follow-up tasks that support the Client Relations Specialists (CRS) and help prevent files from stalling. This role is not a primary inbound-call screening role; however, you may provide inbound call coverage during high-volume periods and place occasional outbound follow-up calls to support workflow progression. Primary Duties (Level 1 Focus) - Website Chat + Text Support (Primary Lane) - Respond to all website chats with professional, warm, Veteran-centered communication. - Respond to text messages using approved templates and clear tone. - Provide simple, neutral updates only (receipt confirmation, next-step guidance within scope). - Identify when a message is beyond scope and route/escalate to a CRS quickly. - Outbound Follow-Up Calls + Inbound Call Coverage (Support Lane) - Place occasional outbound calls to follow up with Veterans on assigned items (missing documents, signatures, reminders, invoice support tasks as assigned). - Provide inbound call coverage if calls are queued/high volume (coverage support only; not the primary daily lane). - Document call outcomes clearly and route next steps to CRS when judgment or complexity is involved. - Document Intake + Upload Support - Upload and organize Veteran documents into the correct drive folders. - Confirm receipt of documents by chat/text (or outbound call when assigned). - Use proper naming/organization standards so documents are easy to find. - 2nd Review / 2nd Opinion Process Support (Operational) - Support CRS with the operational side of the 2nd review process by completing assigned tasks such as: - Sending reminders and follow-ups for missing items. - Confirming receipt of required documents/questionnaires. - Logging outreach attempts and updating task notes. - Flagging items that appear stalled/aging and escalating to CRS/Supervisor. - Maintain clear documentation so the CRS and Medical Experts have what they need to keep cases progressing. - Workflow Support + Documentation - Complete assigned follow-up tasks to support CRS (docs chasing, reminders, reconnection support). - Log brief, accurate notes in the CRM so the team knows what happened and what’s next. - Escalate any sensitive or complex items promptly to CRS/Supervisor. Jr. CRS Level Structure (Growth Path) - Jr. CRS Level 1 (Entry / Foundation) - Focus: chat/text responsiveness, professional writing, accurate uploads, clean task completion, clear routing. - Success looks like: consistent tone, correct escalations, accurate documentation, dependable follow-through. - Jr. CRS Level 2 (Independent Workflow Support) - Focus: independently manages chat/text queues, handles higher volume, stronger task ownership. - Added responsibilities: improved speed + accuracy, proactive follow-ups, better aging prevention support. - Jr. CRS Level 3 (Senior Support + Readiness for CRS Pathway) - Focus: high-volume support leadership, shadowing support for new Jr CRS, strong escalation judgment. - Added responsibilities: supports team consistency and demonstrates readiness for CRS responsibilities (where applicable). Qualifications - Strong written communication with excellent grammar and professionalism. - Comfortable working in high-volume chat/text environments (or strong writing-based support experience). - Comfort with occasional phone work (outbound follow-ups and inbound coverage support). - Attention to detail and ability to follow templates/scripts consistently. - Reliable remote work habits (responsiveness, organization, accountability). - Basic tech comfort using web tools, shared drives, and CRM-style systems (training provided). Preferred Qualifications (Pluses) - Experience supporting Veterans or military populations (professional or volunteer). - Familiarity with general VA-related documentation terms (DBQ, Nexus/IMO) — not required (we train). - Experience with CRM systems (Zoho preferred). - Experience with document upload/organization workflows. - Experience with outbound follow-up calling or call center support coverage. Benefits - 401(k) Retirement Plan + Match - 401(k) available after 90 days and once the position is confirmed as permanent. - Employer match up to the first 4% (based on plan rules) after 90 days and confirmation of permanent employment. - Paid Time Off (PTO) — 15 Days/Year - 15 days (120 hours) of PTO annually for full-time employees. - Accrued each pay period (you build it over time vs. getting it all upfront). - Begins accruing on Day 1 and can be used after it has been earned (typically after the first full month). - Hourly employees use PTO in hourly increments. - No carryover year to year (unused time resets). - PTO is designed to cover vacation, personal time, and sick time (one combined bank). - Paid Federal Holidays (for eligible schedules) - Paid holidays are offered to eligible full-time employees who work a regular, structured schedule: 5 consecutive days/week, 8 hours/day. - Eligible employees receive holiday pay at their regular rate, up to 8 hours. - Holiday pay does not count as hours worked for overtime calculations. - Important schedule note: Flexible full-time schedules are not eligible for paid holiday hours. - Part-time/temporary/contract roles are not eligible unless stated in writing.

Role Description This is a remote position. 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 Responsibilities - Inbound 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 Qualifications - 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 - 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) CRS Growth Track (Levels 1–4) - CRS Level 1: Learns scope, scripts, screening flow, CRM documentation; handles standard calls with oversight - CRS Level 2: Independently manages inbound + screening + follow-ups; accurate documentation and clean handoffs - CRS Level 3: Handles complex cases/escalations; strong ME coordination support; supports training/shadowing - CRS Level 4: Senior CRS/Lead-level performance; consistently high quality + speed; supports workflow improvement and mentoring (pipeline stability) Benefits - 401(k) Retirement Plan + Match - 401(k) available after 90 days and once the position is confirmed as permanent - Employer match up to the first 4% (based on plan rules) after 90 days and confirmation of permanent employment - Paid Time Off (PTO) — 15 Days/Year - 15 days (120 hours) of PTO annually for full-time employees - Accrued each pay period (you build it over time vs. getting it all upfront) - Begins accruing on Day 1 and can be used after it has been earned (typically after the first full month) - Hourly employees use PTO in hourly increments - No carryover year to year (unused time resets) - PTO is designed to cover vacation, personal time, and sick time (one combined bank) - Paid Federal Holidays (for eligible schedules) - Paid holidays are offered to eligible full-time employees who work a regular, structured schedule: 5 consecutive days/week, 8 hours/day - Eligible employees receive holiday pay at their regular rate, up to 8 hours - Holiday pay does not count as hours worked for overtime calculations - Important schedule note: Flexible full-time schedules are not eligible for paid holiday hours. Part-time/temporary/contract roles are not eligible unless stated in writing.

This is a remote position. Type: Full-Time, Hourly (Non-Exempt) Location: Remote (U.S.) Pay: $23–$27/hour DOE (experience, education, job-relevant qualifications) Growth: 60–90 day performance review with opportunity for an increase within range based on KPI/SLA ownership, QA execution, and 2nd Opinion pipeline health. About the Role Prestige is scaling quickly, and we’re hiring a Client Relations Supervisor to lead day-to-day execution and ensure Client Relations operates with consistency, speed, and professionalism. This role protects quality and compliance, keeps workflows moving, coaches the team, and ensures performance is measurable—so results do not depend on one person’s memory, availability, or heroic effort. This role is not a frontline screener and does not live in the inbox. The Supervisor leads execution, coaching, QA, and escalation management so CRS and Jr CRS can focus on direct client work while the department maintains clear standards and predictable outcomes. Team Size & Growth: This is an early-stage leadership role supervising a small team (typically fewer than 5 direct reports). We’re looking for a hands-on leader excited to build strong structure now—processes, coaching rhythms, QA, and performance standards—and grow with Prestige as we scale. Key Responsibilities - Lead daily execution: huddles, coverage, priorities, and blocker removal - Own team performance through KPIs/SLAs and weekly reporting - Run a weekly QA program (notes, statuses, templates/scripts, routing accuracy) and coach to improvement - Oversee the 2nd Opinion Review process operationally: - board health, accurate staging, aging control, follow-up cadence, escalations - maintain packet discipline and clean hand-offs (CRS ↔ ME ↔ client) - Provide coaching and development: - weekly 1-on-1s for Jr CRS and CRS Levels 1–3 until CRS Level 4 is established - onboarding/ramp plans for new hires - Ensure communication standards and call documentation consistency (scripts + professionalism) (Note: This role provides operational oversight and does not make clinical determinations.) What Success Looks Like in the First 90 Days - Weekly KPI/SLA dashboard is live, reviewed consistently, and driving specific improvements - QA program is active with a documented coaching loop and a reduction in rework/errors - 2nd Opinion pipeline is accurately staged, monitored daily, and aging is controlled (no silent stalls) - Team operating rhythm is established: brief daily huddles, clear escalation path, and consistent 1:1 coaching cadence - Clear role lane adherence (CRS focused on inbound/screening, Jr CRS on chat/text/workflow support, Supervisor on execution/QA/escalations). Requirements Minimum Qualifications (Must-Haves) - 2+ years of experience leading a customer-facing support or client services team (call center, case management, customer support, client success, or similar) - Associate’s or Bachelor’s Degree preferred; High School Diploma or GED required. - Proven ability to coach and develop staff (1:1s, feedback, performance improvement) - Experience owning or strongly supporting a Quality Assurance (QA) process (audits, scorecards, reducing errors, improving consistency) - Ability to track and report KPIs/SLAs (response times, follow-up completion, backlog/aging, productivity) - Strong escalation management skills with a calm, professional approach in sensitive situations - Excellent written communication (polished grammar, professional tone, consistent messaging) - Strong documentation standards and attention to detail (clear notes, clean hand-offs, follow-up tracking) - Comfortable working within structured workflows (statuses, queues, checklists, task ownership) - Able to handle sensitive information with confidentiality and compliance awareness (HIPAA awareness strongly preferred) - Comfortable working remotely with strong reliability, organization, and responsiveness - Able to collaborate cross-functionally, including coordinating with Medical Experts (non-clinical operational support) Preferred Qualifications (Strong Pluses) - Veteran or military-affiliated background - Experience working with Veterans in a professional setting (VA-related services, veteran support orgs, healthcare admin, legal support, etc.) - Familiarity with VA disability claim support workflows, including general understanding of Nexus letters/IMOs and DBQs (record-based support context) - Experience in a medical–legal, healthcare documentation, or deadline-driven case workflow environment - CRM proficiency (Zoho CRM preferred) and comfort using shared drives and standardized templates/scripts - Prior experience building or improving SOPs, templates, or workflow processes for scaling teams Benefits Benefits (applies to eligible full-time hourly employees) 401(k) Retirement Plan + Match - 401(k) available after 90 days and once the position is confirmed as permanent - Employer match up to the first 4% (based on plan rules) - after 90 days and confirmation of permanent employment. Paid Time Off (PTO) — 15 Days/Year - 15 days (120 hours) of PTO annually for full-time employees - Accrued each pay period (you build it over time vs. getting it all upfront) - Begins accruing on Day 1 and can be used after it has been earned (typically after the first full month) - Hourly employees use PTO in hourly increments - No carryover year to year (unused time resets) - PTO is designed to cover vacation, personal time, and sick time (one combined bank) Paid Federal Holidays (for eligible schedules) - Paid holidays are offered to eligible full-time employees who work a regular, structured schedule: - 5 consecutive days/week, 8 hours/day - Eligible employees receive holiday pay at their regular rate, up to 8 hours - Holiday pay does not count as hours worked for overtime calculations - Important schedule note (keep this in the posting so expectations are clear): - Flexible full-time schedules are not eligible for paid holiday hours - Part-time/temporary/contract roles are not eligible unless stated in writing