Benefits Specialist

Job title: Benefits Specialist

Type of employment: Full-time

Shift Schedule: Monday-Friday, 8AM-5PM EST

We are seeking a highly organized, proactive, and client-focused Benefits Specialist to manage assigned former NFL athletes throughout the disability benefits process, from initial engagement through receipt of a decision.

This role is responsible for providing a white-glove client experience while independently managing each client's case, preparing clients for disability appointments, coordinating documentation and follow-ups, and ensuring every client progresses efficiently through the claims process. The ideal candidate is resourceful, accountable, emotionally intelligent, and capable of taking ownership of multiple active client cases with minimal supervision.

About the Employer:

The company specializes in helping former NFL athletes navigate disability benefits and claims by providing personalized guidance, strategic preparation, and ongoing support throughout the entire process. Their mission is to simplify a complex system while delivering exceptional client care through a highly personalized, white-glove service model that prioritizes responsiveness, professionalism, and advocacy for every client. Job description

Objectives of this role:

• Independently manage an assigned portfolio of former NFL athlete clients from onboarding through receipt of a final decision.
• Prepare clients for disability appointments using the company's established strategies, training, and best practices.
• Deliver a personalized, responsive, and professional client experience throughout every stage of the process.
• Maintain accurate client records, documentation, appointments, deadlines, and follow-up activities.
• Identify potential issues early and proactively resolve or communicate them before they impact the client experience.
• Become increasingly self-sufficient by mastering company strategies, processes, and available resources.
• Build trusted relationships with clients while ensuring they feel informed, prepared, and supported throughout their journey.

Responsibilities:

Client Case Management

• Independently manage an assigned pipeline of clients from initial engagement through receipt of a decision.
• Monitor each client's progress and maintain a clear understanding of outstanding tasks, upcoming deadlines, and next steps.
• Ensure assigned cases continue moving forward through consistent follow-up and proactive coordination.
• Maintain ownership of assigned client relationships throughout the entire process.

Client Preparation

• Prepare former NFL athletes for disability appointments following established company strategies and procedures.
• Conduct preparation sessions through phone calls, Zoom meetings, and other approved communication methods.
• Review client documentation and case information before appointments.
• Ensure clients understand expectations and are fully prepared for each stage of the process.

Client Relationship Management

• Build trusted, professional relationships with assigned clients.
• Serve as the primary point of contact throughout the client journey.
• Deliver personalized support while maintaining the company's white-glove standard of service.
• Respond promptly to client questions, concerns, and requests.

Communication & Coordination

• Communicate proactively with clients and internal team members regarding appointments, documentation, deadlines, and case updates.
• Coordinate with internal departments to ensure efficient case progression.
• Escalate issues appropriately while maintaining ownership of client outcomes.
• Maintain timely, professional, and empathetic communication at all times.

Case Administration

• Maintain organized and accurate client records, documentation, notes, appointments, and follow-up activities.
• Track outstanding documentation and action items.
• Ensure all client information remains complete, organized, and up to date.
• Coordinate documentation and information needed throughout the disability claims process.

Problem Solving & Initiative

• Identify potential delays, risks, or issues before they impact clients.
• Research and evaluate solutions before escalating routine matters.
• Bring recommendations or proposed next steps when seeking guidance.
• Apply critical thinking and sound judgment when managing unfamiliar situations.
• Continuously improve knowledge of company strategies, processes, and available resources.

Ownership & Accountability

• Take full ownership of assigned client portfolios and daily responsibilities.
• Manage workload independently with minimal supervision.
• Follow through on commitments and communicate proactively when challenges arise.
• Take responsibility for mistakes, communicate them promptly, and implement corrective actions.
• Demonstrate accountability for both client experience and case outcomes.

Required skills and qualifications:

• Experience in Client Success, Customer Success, Case Management, Account Management, Healthcare Coordination, Insurance, Legal Services, Disability Claims, or a related client-facing role.
• Proven ability to independently manage multiple clients, cases, or projects simultaneously.
• Strong organizational, time management, and prioritization skills.
• Excellent verbal and written English communication skills.
• Strong interpersonal skills with the ability to build trust and rapport.
• High emotional intelligence and professionalism.
• Strong attention to detail and accuracy.
• Ability to work independently with minimal supervision.
• Strong critical thinking, problem-solving, and decision-making abilities.
• Experience managing confidential or sensitive information.
• Proficiency with CRM systems, Microsoft Office, Google Workspace, and Zoom.
• Comfortable learning and applying structured processes and company strategies.

Preferred skills and qualifications:

• Experience supporting high-touch, white-glove, or VIP client relationships.
• Experience in disability benefits, insurance, healthcare, legal services, or case coordination.
• Familiarity with medical documentation or benefits administration.
• Experience working with former professional athletes or high-profile clients.
• Previous remote work experience.
• Strong documentation and records management skills.
• Demonstrated initiative, resourcefulness, and ownership in previous roles.
• Ability to quickly learn company-specific systems, strategies, and workflows.
• Experience identifying process improvements and enhancing client experiences.