Claimant Support Supervisor

Job Description

Job Description

Claimant Support Supervisor

Department: Claimant Support

Employment Type: Full-Time M-F; Exempt

Location: In Office (Pensacola)

About the Role

The Claimant Support Supervisor oversees the team responsible for communicating with claimants, gathering needed information, providing updates, and ensuring a professional and supportive service experience. This role helps maintain smooth communication between claimants, firms, and internal teams while ensuring quality, empathy, efficiency, and strong cross-department coordination.

Key Responsibilities

Claimant Support Operations

• Supervise claimant support staff and oversee daily communication workflows.
• Ensure claimants receive timely, professional, and accurate communication.
• Monitor inbound and outbound calls, emails, texts, and follow-up tasks.
• Train and coach staff on service standards, communication quality, and issue handling.
• Assist with escalated claimant concerns, sensitive conversations, and service recovery.
• Coordinate with retrieval, review, leadership, firms, and other departments as needed to keep cases moving efficiently.
• Track service metrics such as response times, follow-up completion, and claimant satisfaction.

Team Development & Vendor Coordination

• Provide training, coaching, feedback, and staff development to claimant support team members, including identifying training needs and helping staff grow in professionalism, communication quality, consistency, and accountability.
• Help establish and maintain reporting on department performance, communication quality, response times, follow-up completion, and claimant satisfaction.
• Support process improvements that increase efficiency, reduce errors, and strengthen service quality.
• Help manage professional relationships with outside vendors and support partners as needed to support communication quality, responsiveness, and service continuity.
• Ensure claimant support practices align with company procedures, confidentiality expectations, and firm-specific requirements.

Qualifications

Required

• Experience in customer support, claimant support, case coordination, medical records, or legal support.
• Supervisory or team lead experience preferred.
• Strong interpersonal and communication skills.
• Calm, professional, and solution-oriented approach.
• Ability to manage sensitive conversations with empathy and professionalism.
• Strong organizational skills and attention to detail.
• Knowledge of HIPAA and confidentiality practices preferred.

Preferred

• Experience working in a medical records, legal support, or service-focused environment.
• Comfort working cross-functionally in a fast-paced, communication-heavy role.

What Success Looks Like

In the first 90 days, a successful Claimant Support Supervisor will have:

• Built a team culture centered on professionalism, empathy, and consistent communication.
• Improved communication and follow-through between claimant support and other departments.
• Established clear expectations for service quality, documentation, and issue escalation.
• Helped ensure claimants and firms feel informed, supported, and responded to in a timely manner.