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.

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: RequiredExperience 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.