Junior client relations specialist i (jr. crs i)

This is a remote position.

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 to provide an exceptional client experience while maintaining the highest standards of professionalism, empathy, communication, and operational excellence.

Every Veteran deserves timely communication, clear guidance, and compassionate support throughout their journey.

Position Overview

The Junior Client Relations Specialist (Jr. CRS I) is a workflow-driven client support position responsible for guiding Veterans after the agreement has been sent through onboarding, documentation, Medical Expert transition, and ongoing workflow support.

Unlike the Client Relations Specialist (CRS), this position is not responsible for initial screening or determining service eligibility. Instead, the Jr. CRS serves as the Veteran's primary support contact throughout the remainder of their journey, ensuring communication remains timely, documentation is accurate, and cases continue progressing without unnecessary delays.

This is a remote position requiring strong written communication, organization, follow-through, and the ability to work independently within structured workflows.

What You'll Do

Veteran Support & Communication

• Serve as the primary support contact after the agreement has been sent
• Respond professionally to chat, text messages, email, and assigned communications
• Guide Veterans through onboarding and next steps
• Answer process-related questions within company scope
• Provide timely status updates using approved communication standards
• Escalate questions outside of scope appropriately

Workflow Management

• Monitor pending agreements and completed signups
• Follow up on outstanding questionnaires, medical records, and required documentation
• Help prevent workflow delays through consistent follow-up
• Monitor aging files and complete assigned follow-up tasks
• Schedule future follow-ups as needed
• Maintain workflow progression from onboarding through Medical Expert transition

Medical Expert Support

• Support communication during Medical Expert assignment
• Assist Veterans with upload questions
• Request additional documentation when directed
• Reconnect Veterans with assigned Medical Experts when appropriate
• Escalate communication barriers promptly

Documentation & CRM

• Maintain detailed CRM documentation after every meaningful interaction
• Update case statuses accurately
• Schedule follow-up reminders
• Maintain organized records and workflow notes
• Ensure team members can easily understand case progression

Team Collaboration

• Participate in department meetings
• Communicate proactively with CRS team members
• Escalate concerns promptly
• Support team workflow goals
• Contribute to a positive client experience

What Makes Someone Successful Here

Our strongest Junior Client Relations Specialists are:

• Highly organized
• Dependable
• Self-motivated
• Excellent written communicators
• Comfortable multitasking
• Detail-oriented
• Coachable
• Professional
• Empathetic
• Solution-focused
• Comfortable following structured workflows
• Able to manage multiple follow-ups simultaneously

They don't wait to be told what to do. They proactively keep Veterans informed. They take ownership of their assigned workflow.

Remote Work Expectations

Although this position is fully remote, it is highly collaborative and performance-driven. Successful candidates should be comfortable:

• Working independently
• Managing multiple follow-up tasks
• Participating in virtual meetings
• Maintaining consistent productivity
• Communicating professionally through chat, email, text, and occasional phone calls
• Working in a structured, deadline-driven environment
• Remaining accountable without constant supervision

This is ideal for professionals who enjoy responsibility and thrive in an organized remote environment.

Training & Onboarding

Our onboarding process is designed to prepare new team members for success quickly.

Week One

• Company orientation
• CRM training
• Workflow training
• Veteran communication
• Documentation standards
• Shadowing
• Role-play scenarios
• Guided exercises

Week Two

• Light production
• Daily coaching
• Workflow mentoring
• Increasing independence
• Performance feedback

We're seeking quick learners who take initiative, ask thoughtful questions, and confidently apply feedback.

Minimum Qualifications

• High School Diploma or GED required
• Minimum 1 year of customer service, administrative support, client support, healthcare administration, or related experience
• Excellent written communication and grammar
• Strong organizational skills
• Attention to detail
• Ability to multitask
• Dependable attendance
• Comfortable learning new technology
• Ability to work independently
• Professional communication skills
• Reliable internet connection and dedicated home workspace

Preferred Qualifications

• Experience supporting Veterans or military families
• Experience with CRM software (Zoho preferred)
• Healthcare administration experience
• Experience coordinating documentation or workflows
• Experience with chat, email, and text-based customer support
• Experience in remote work environments

Career Growth

Prestige believes in promoting from within.

• Jr. CRS I: Learns Veteran communication, workflow progression, CRM documentation, and onboarding support.
• Jr. CRS II: Independently manages workflow support, Veteran coordination, and increased case ownership.
• Jr. CRS III: Provides advanced workflow support, mentors newer team members, demonstrates leadership readiness, and prepares for advancement into CRS responsibilities.

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: Available to eligible full-time employees working a regular five-day schedule. Flexible schedules, temporary employees, contractors, and part-time employees are not eligible unless otherwise stated.

Why Join Prestige?

At Prestige, you're more than a support representative—you become an advocate for the client experience. You'll help Veterans navigate an important process with professionalism, empathy, and confidence while working alongside a collaborative team that values growth, accountability, continuous improvement, and exceptional service. If you're looking for a career where your work genuinely makes a difference and where advancement is earned through performance and initiative, we'd love to hear from you.