Claimant Support Specialist II

Claimant Support Specialists hold a pivotal role within Broughton Partners as they’re often the potential claimant's last opportunity to be connected with a qualified attorney. The goal of the Claimant Support Specialist is to assist our client law firms in reaching the claimants and updating the Broughton Partners system to match the firms' statuses on cases referred. As our company deals primarily with mass tort cases, many of the people you interact with in this role may be distressed, and being empathetic and patient is crucial for success.

Essential Functions / Duties Performed Regularly:

1. Coordinate inbound claimant communications by triaging calls and directing them to the designated law firm.
2. Accepts outbound connections from the dialer and communicates with the claimant to determine the next course of action.
3. Coordinate the transition of case files to 'Closed' status by auditing disengagement documentation and reconciling firm lists.
4. Oversee multi-channel correspondence by managing inbound and outbound SMS communications to deliver timely case updates and instructions.
5. Other duties as assigned

Location: This is an in-office position located in Savannah, Ga

Shift: Saturday - Wednesday, 9 a.m. - 6 p.m.

Education: High school diploma, GED, or equivalent educational certification required.

Work Experience:  2+ years of customer service, auditing, quality assurance, and/or related experience required.

Licenses or Certification:  HIPAA certification preferred.

Skills Required: 

• Strong verbal and written communication skills
• Strong active listening skills
• Ability to multitask
• Comfortable having conversations on difficult subjects
• High level of emotional maturity
• Ability to maintain confidentiality when handling sensitive information
• Technical adaptability

Physical Requirements:Standing, walking, sitting, repetitive movements, and the use of mechanical controls, such as a keyboard, are frequently required.