[Hiring] Claimant Engagement & Retention Specialist @Tort Experts

Role Description

The Claimant Engagement & Retention Specialist re-engages non-responsive claimants by phone, SMS and email, and warm-transfers them to the Medical Review team or the partner law firm so their claims keep moving.

Location: Remote, 9am-5pm ET

What you'll do

• Outbound calls and warm transfers (primary focus)
  • Work the non-responsive claimant list daily, making a high volume of outbound calls.
  • Verify identity, confirm contact details and explain why the team is reaching out.
  • Warm-transfer engaged claimants to the Medical Review team or the law firm, briefing the receiving party before handing off.
  • Follow the call cadence and attempt rules; log every attempt, outcome and disposition in the CRM.
  • Schedule callbacks when a claimant can't talk now.
• SMS and email outreach
  • Send approved SMS and email templates to claimants who don't pick up.
  • Personalize messages within compliance guidelines and track delivery and response.
• Inbound replies
  • Monitor and reply promptly to SMS and email from non-responsive claimants.
  • Answer basic questions, book a call or route the claimant to the right team.
  • Escalate legal or medical questions instead of answering them.
• Claimant retention
  • Handle claimants who say they want to stop their claim: listen, find the reason and address concerns.
  • Explain the process, timeline and next steps clearly and honestly, without pressure.
  • Document the reason for withdrawal requests and outcomes; escalate to a supervisor or the firm when needed.
  • Respect a final decision to withdraw and process it per firm policy.
• Returns tracking (as time permits)
  • Track returned documents, forms and records from claimants.
  • Update case status in the CRM and follow up on missing or incomplete returns.
• General
  • Keep CRM notes accurate and complete; protect claimant PII and medical information.
  • Flag recurring issues (bad numbers, common objections) to the team lead.

Qualifications

• High school diploma or equivalent.
• 1+ year in a call center, outbound sales, customer service or intake role.
• Comfortable making 80–150+ outbound calls per day (adjust to your volume).
• Basic computer skills: Salesforce, Retool, Slack, Google Suites.
• Reliable internet and a quiet workspace if remote.

Requirements

• Experience in mass tort, personal injury, legal intake or healthcare (preferred).
• Experience with retention, collections or save-desk work (preferred).
• Salesforce or similar CRM experience (preferred).
• Bilingual English/Spanish (preferred).

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance.
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
  • medical (Aetna)
  • dental (Guardian)
  • vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
  • $500 free FSA company contribution, even if $0 employee contribution.
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees).
• Unlimited paid time off with planned role/responsibilities coverage.
• Wellhub wellness benefit — access to 20,000+ gyms, studios, and wellness apps, fully covered by the company.
• Work from home equipment budget (at company's discretion).
• Forever remote work environment.