Client Relations Specialist I (CRS I)

About Us Prestige Veteran Medical Consulting is a veteran-owned medical consulting firm focused on assisting veterans with the VA disability claims process. The company’s mission centers on delivering high-quality Independent Medical Opinions (IMOs) —commonly called nexus letters —and Disability Benefits Questionnaires (DBQs) to help veterans link their medical conditions to their military service. The firm emphasizes precision, reliability, and mission-driven service , drawing on veterans’ firsthand understanding of military and VA systems to support clients nationwide. Job Description This is a remote position. Prestige Veteran Medical Consulting Client Relations Specialist I (CRS I) Department: Client Relations Employment Type: Full-Time, Hourly (Non-Exempt) Location: Remote (U.S.) Pay Starting Pay: $17.00/hour This position is part of Prestige's structured Client Relations Career Path (CRS I-IV), with defined performance milestones, leadership development, and promotion opportunities as the company continues to grow. About Prestige Prestige Veteran Medical Consulting partners with Veterans by providing record-based Independent Medical Opinions (IMOs/Nexus Letters), medical record reviews, and select Disability Benefits Questionnaires (DBQs). Our mission is simple: Provide an exceptional client experience while maintaining the highest standards of professionalism, ethics, documentation, and operational excellence. Every interaction matters. Our Client Relations team serves as the first impression of Prestige and plays a critical role in helping Veterans navigate our process with confidence and compassion. Position Overview The Client Relations Specialist (CRS I) is responsible for managing inbound calls, conducting Veteran screenings, documenting information accurately, and moving cases efficiently through the client journey. This position requires someone who enjoys structured workflows, communicates professionally, and thrives in an environment where accountability, organization, and follow-through are essential. Although this is a remote position, it is a highly collaborative role involving regular department meetings, team communication, active case management, and measurable daily production goals. We are looking for professionals—not simply individuals seeking a work-from-home position. What You'll Do Veteran Intake & Screening Answer inbound calls professionally and empathetically Conduct detailed Veteran screenings using established workflows Create and maintain accurate CRM records Educate Veterans on Prestige's services and expectations Send required screening documentation and agreements Utilize approved communication templates while personalizing the client experience Case Management Follow up on outstanding questionnaires, medical records, signatures, and documentation Maintain organized case ownership from intake through Medical Expert assignment Perform timely outbound follow-up calls, emails, and text communication Keep CRM documentation accurate and current after every interaction Ensure cases continue moving without unnecessary delays Medical Expert Coordination Coordinate communication between Veterans and Medical Experts Assist with Medical Expert scheduling and workflow progression Support Second Opinion workflows as assigned Escalate complex issues appropriately Maintain professionalism while handling sensitive conversations Operational Excellence Meet daily productivity expectations Maintain documentation quality standards Participate in department meetings and workflow discussions Identify workflow improvements and communicate operational concerns Demonstrate ownership over assigned responsibilities without constant supervision What Makes Someone Successful Here Our most successful Client Relations Specialists are: Self-motivated Highly dependable Organized Comfortable working independently Comfortable being held accountable Excellent communicators Fast learners Adaptable to changing priorities Team-oriented Solution-focused They take initiative rather than waiting to be told what to do. They ask thoughtful questions. They enjoy continuous learning. They take pride in accuracy. Remote Work Expectations Working remotely requires a higher level of professionalism and accountability than working in a traditional office. Successful candidates should be comfortable: Managing their own time effectively Remaining productive throughout the workday Working independently while staying connected with the team Participating in scheduled meetings via camera when required Communicating proactively when assistance is needed Maintaining a distraction-free professional home office Meeting productivity and quality expectations consistently This role is best suited for individuals who are already comfortable working in a remote environment or who have demonstrated strong self-management skills. Training & Onboarding Our onboarding program is intentionally fast-paced to prepare new team members for success. Week One Full-time instructor-led training Company systems CRM Workflow Policies Veteran communication Shadowing Hands-on exercises Week Two Light production with coaching Continued mentoring Daily feedback Increasing independence Because our training program is accelerated, we are seeking individuals who learn quickly, retain information, ask questions, and confidently apply feedback. Minimum Qualifications Minimum 1 year of experience in customer service, client relations, intake coordination, case management, or call center environments Strong verbal communication skills Professional written communication High attention to detail Strong organizational skills Comfortable working within structured processes Ability to multitask while maintaining accuracy Dependable attendance and punctuality Comfortable learning multiple software systems Ability to maintain confidentiality and professionalism Preferred Qualifications Experience supporting Veterans or military families Familiarity with VA disability claims processes Experience using Zoho CRM Healthcare administration experience Medical documentation experience Legal support or medical-legal experience Quality assurance or auditing experience Career Growth Prestige believes in promoting from within. CRS I Learns company processes, screening, documentation standards, and workflow management. CRS II Manages cases independently while maintaining productivity and quality expectations. CRS III Handles advanced workflow responsibilities, complex case coordination, and assists with mentoring newer team members. CRS IV Serves as a senior operational resource supporting leadership initiatives, workflow optimization, training, and departmental development. Benefits 401(k) Eligible after 90 days and confirmation of permanent employment. Employer match up to 4% Paid Time Off 15 days (120 hours) annually Accrued each pay period Begins accruing on Day One PTO may be used after accrued Combined vacation, sick, and personal leave bank No annual carryover Paid Federal Holidays Eligible full-time employees working a regular schedule receive paid federal holidays. Flexible schedules, temporary employees, contractors, and part-time employees are not eligible unless otherwise stated. Why Join Prestige? At Prestige, you'll be more than a customer service representative. You'll become part of a mission-driven team committed to serving Veterans with professionalism, compassion, and integrity. We value initiative, accountability, continuous improvement, teamwork, and leaders who are willing to grow alongside the company. If you're looking for a role where your work truly matters—and where your performance creates real opportunities for advancement—we encourage you to apply.