Customer Support – Client Engagement Specialist

• Serve as a primary point of contact, handling inbound calls with professionalism, empathy, and efficiency
• Monitor and manage the Intake Outlook mailbox throughout the day to ensure timely responses and follow-through
• Open and organize new case files in ESP in accordance with established protocols
• Prepare, send, track, and follow up on intake documentation to ensure nothing falls through the cracks
• Accurately upload and document incoming mail and faxes, keeping stakeholders informed
• Maintain clear, professional communication with clients, lienholders, and internal teams
• Develop expertise in one Synergy line of business while maintaining working knowledge across all service lines
• Support general administrative functions, including phone coverage and mail distribution
• Assist with initial reporting to State Medicaid offices, insurers, federal plans, military organizations, and healthcare providers

• Associate’s or Bachelor’s degree preferred;
  High School diploma or equivalent considered with strong experience
• 1+ year of customer-facing or client service experience (retail, healthcare, legal, hospitality, or similar fields welcome)
• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Comfort with data entry, spreadsheets, or basic reporting (Google Sheets or Excel experience a plus)
• Strong database and case management skills
• Excellent written and verbal communication skills
• The ability to prioritize, stay organized, and meet deadlines
• Comfort working at a computer for extended periods while managing phone and email communications

Demonstrates strong customer service skills with a focus on professionalism and empathy while managing case files and communications. Proficient in Microsoft Office and case management, ensuring timely responses and organized documentation.

• Customer Service Experience
• Microsoft Office Proficiency
• Database Management Skills
• Case Management Skills
• Excellent Communication Skills

• Data Entry
• Case Management
• Basic Reporting
• Spreadsheets
• Intake Documentation Preparation

• Organizational Skills
• Time Management
• Professional Communication
• Empathy
• Prioritization

• Client Service
• Healthcare
• Legal
• Retail
• Hospitality

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Google Sheets
• ESP