Client Support Specialist (Intake) - PI & Mass Torts - ...

Client Support Specialist (Intake) - PI & Mass Torts - Onsite Call 4 Health is launching a dedicated legal intake support team (Onsite) for Personal Injury and Mass Tort matters. This position is separate from our medical call center operations and focuses on claimant communications, accurate documentation, and structured case handoffs. The Client Support Specialist is the front-line intake point for Personal Injury (PI) and Mass Tort inquiries. This role handles inbound calls and messages, accurately captures and documents claimant details, follows scripted workflows, and ensures timely escalation and handoff to support a consistent, high-quality claimant experience. Essential Functions: Answer inbound calls and respond to inbound messages (as assigned), providing professional, empathetic, and efficient service. Conduct structured intake using approved scripts and workflows; verify and document claimant details accurately and completely. Create, update, and maintain case records in the designated system(s) with clear notes, dispositions, and required data fields. Identify urgent or complex situations and escalate to the appropriate internal resource per established escalation pathways. Set expectations with claimants, provide status updates within role scope, and ensure accurate handoffs for continuity. Support quality and compliance standards by following policies, required disclosures, confidentiality expectations, and documentation requirements. Meet performance expectations tied to service levels and quality standards (e.g., schedule adherence, responsiveness, documentation accuracy, QA scores, and other KPI targets as assigned). Participate in training, coaching, and calibration sessions; implement feedback to improve quality and performance. Collaborate with peers and leadership to support coverage needs and continuous improvement of scripts and workflows. Role Development (Growth Phase Inquiry Resolution): Support additional operational tasks as scope grows Expand to handle a broader range of inbound/outbound inquiries from existing clients Knowledge, Skills, and Abilities: Strong verbal communication, active listening, and professional phone etiquette. Ability to build rapport quickly and maintain composure in sensitive or emotional conversations. Accurate data entry, attention to detail, and strong documentation skills. Ability to follow structured scripts while adapting tone and approach appropriately. Basic computer proficiency (multi-system navigation, case management/CRM tools, email/chat). Reliable attendance and ability to work assigned on-site schedule. Minimum Qualifications: High school diploma or equivalent. 1+ year experience in customer service, call center, intake, scheduling, or similar high volume, customer-facing environment. Comfortable working in a fast-paced setting with call handling, documentation, and performance expectations. Preferred Qualifications: Prior experience in legal intake, personal injury, insurance claims, medical intake, or Mass Tort environments. Bilingual (Spanish/English) strongly preferred based on program needs. Experience working with KPIs/QA expectations in a call-center environment. Work Environment & Physical Demands: In-office call center environment with prolonged sitting and computer/phone use. Ability to speak clearly and hear/respond effectively on calls for extended periods, and to manage multiple systems and tasks simultaneously. EEO/Disclaimer: Call 4 Health is an Equal Opportunity Employer. This job description is not an employment contract and duties may be adjusted based on business needs and program requirements.

Created: 2026-03-04