Job Description

We are seeking a highly organized and client-focused professional to manage the initial Social Security Disability (SSDI/SSI) application reconsideration appeal process. This role is the front line of the Social Security practice—guiding clients through complex application appeals, ensuring accuracy, and keeping cases moving forward without delay. You will work directly with clients by phone, recomplete applications through the SSA portal, and coordinate internally with staff to ensure a smooth and efficient appeals process. This is a production-driven, detail-oriented role requiring strong communication skills, persistence, and the ability to manage multiple cases simultaneously.

Responsibilities:

Appeals Case Review

• Review denied SSDI claims and supporting documentation.
• Identify missing information required for appeal filing.
• Verify claimant demographic, employment, and medical information.
• Ensure appeal files are complete and properly organized.

Documentation & Medical Records Support

• Request and track medical records from healthcare providers.
• Follow up with medical offices regarding outstanding requests.
• Review incoming records for completeness.
• Upload and organize records within the firm's case management system.

Appeals Preparation Support

• Assist in preparing appeal packets and supporting documentation.
• Complete administrative portions of appeal forms as directed.
• Coordinate collection of claimant questionnaires and supporting evidence.
• Ensure all required documents are obtained before submission.

Claimant Communication

• Conduct outbound and inbound calls regarding appeal status.
• Explain next steps in the appeals process using approved scripts and guidelines.
• Gather updated medical and employment information from claimants.
• Maintain regular communication with claimants throughout the appeal process.
• Maintain a professional, empathetic, and forward-moving tone on all calls
• Identify missing information and proactively follow up with clients

Case Tracking & Workflow Management

• Monitor appeal deadlines and filing requirements.
• Update case management systems with accurate notes and status updates.
• Escalate urgent issues or missing documentation to attorneys or case managers.
• Maintain workflow queues and follow-up schedules.

Compliance & Confidentiality

• Handle sensitive claimant information in accordance with firm policies.
• Maintain confidentiality of medical, financial, and personal information.
• Follow established data security procedures and documentation standards.
• Ensure compliance with client-specific workflows and requirements.

Case Management & CRM

• Update all activity in the firm's CRM system
• Track application progress and ensure no cases stall
• Upload and organize documentation
• Maintain clear internal notes

Internal Communication

• Coordinate with staff and management regarding case status
• Flag issues immediately
• Communicate via email and internal systems

Quality Control & Compliance

• Verify consistency and accuracy of information
• Follow firm procedures and SSA requirements
• Participate in ongoing internal quality review processes
• Maintain confidentiality and professionalism

Qualifications

• 3+ years of continuous customer service experience in a BPO environment
• Strong phone and communication skills
• Must have excellent command of the English language, with neutral or American accent
• High attention to detail
• Ability to manage multiple cases
• Comfortable with CRM systems
• Self-motivated and accountable
• Professional, courteous, and responsive customer service and phone skills
• Willing to work on-site
• Willing to work the night shift

Preferred Qualifications (a big plus but is not expected or required)

• Experience with SSDI/SSI applications
• Law firm or intake experience
• Familiarity with SSA processes

Performance Expectations

• Timely completion of appeals tasks
• High accuracy rate
• Consistent follow-up
• Strong internal communication

If you take ownership, move quickly, and enjoy helping people navigate complex systems, this role offers a meaningful opportunity within Social Security Disability law.

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it!

Checkout our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

or

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 10AM-7PM (Monday-Friday)