Client Advocate

PURPOSE

The Client Advocate supports clients throughout the Victim Compensation Fund (VCF) process by serving as their primary point of contact, helping them gather required documentation, and navigate program requirements. Client Advocates protect client rights by following program requirements, maintaining precise documentation, and supporting alignment with evolving federal program policies. They contribute to successful client outcomes through high-quality work, collaborating cross-functionally, and demonstrating empathy, and communication excellence.

JOB RESPONSIBILITIES

 

• Serve as the primary point of contact for assigned clients; clearly communicate expectations with compassion and professionalism.
• Collect and process required documentation from clients and third-party organizations with accuracy and confidentiality.
• Accurately record and maintain case information in internal systems.
• Submit and support client requests (applications, amendments, expedited requests, additional inquiries) in accordance with program rules and within service level agreement.
• Respond to client and internal requests in a timely and prioritized manner, balancing daily tasks, deadlines, and broader team goals.
• Collaborate with Supervisors, Attorneys, and other departments to ensure accurate and complete claim work.
• Utilize CMS and other third-party portals while adhering to data-security and confidentiality standards.
• Submit escalations and requests through designated systems and follow internal approval workflows to minimize delays in client outcomes.
• Maintain workflow discipline and contribute to process consistency.
• Adapt to evolving WTC Health Program, VCF, and internal policy requirements to ensure alignment with current program expectations.
• Manage sensitive client interactions with empathy, professionalism, and emotional intelligence to build trust and reduce client stress.
• Communicate progress, challenges, and client insights to leadership.
• Participate in continuous improvement efforts by identifying opportunities to streamline processes or enhance client experience.
• Disclaimer: There are several focuses within the Client Advocate role, but the core functions of the role remain consistent regardless of focus area.
• Perform other duties as assigned.

JOB REQUIREMENTS

Education & Experience

• Bachelor’s degree preferred, not required
• 2+ years client-facing experience preferred

Core Skills

Time Management & Prioritization — effectively manages multiple priorities, deadlines, and client needs in a fast-paced environment

• Client Experience Mindset — delivers empathetic, high-quality service that builds trust and supports a positive client journey
• Excellent Verbal + Written Communication
• Technology Adaptability; Comfortable Learning New Platforms and Tools
• Ability to work cross-functionally
• Team-oriented with strong ethical conduct
• Must work on-site Monday–Thursday; Friday optional remote

​​​​​​​ COMPENSATION

$55,000 - $80,000

WHO WE ARE: Barasch & McGarry is proud to be the nation’s leading advocate for the 9/11 community, representing more 9/11 victims than any other law firm. No one has filed more claims with the Victim Compensation Fund or helped more people enroll in the free World Trade Center Health Program. With their office steps from Ground Zero, they felt the impact that day and continue to feel it today through their work with more than 25,000 members of the 9/11 community.

Barasch & McGarry (the “Firm”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. The Firm strictly prohibits and does not tolerate discrimination against employees, applicants, interns, or any other covered persons because of age, race, creed, color, religion, sex, including pregnancy, gender, actual or perceived gender identity or expression, including status as a transgender individual, actual or perceived sexual orientation, national origin, citizenship or immigration status, marital status, familial status, caregiver status, partnership status, unemployment status, military status, including past, current, or prospective service in the uniformed services, genetic information, domestic violence victim status, sexual or reproductive health decision making, actual or perceived physical or mental disability, height, weight, credit history, or any other characteristic protected under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment .