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Veteran Claims Coordinator

VA Claims, LLC
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Company: VA Claims, LLC | Website: vaclaims.us

Job Title: Veteran Claims Coordinator

Job Description:

The Job: Fully 100% Remote, Flexible Hours.

We are seeking a Veteran Claims Coordinator to join our fully remote, flexible hours team that would find helping veterans navigate the Department of Veterans Affairs (VA) disability compensation claims process rewarding and fulfilling. You will work under the direct supervision of, and be delegated tasks from Chelsea, our Veteran Claims Officer. You'll also cross-train under our Onboarding Officer, Paige, our Accounts Officer, Jaylyne, and our Founder and Systems Officer, Matt.

The Role: Completing questionnaires and internal Google Forms to process claims, interacting with veterans on our reddit page, assisting with other tasks as needed.

Our customers are US Military veterans. In this role, you will work closely with veterans under the supervision of our Veterans Claims Officer to ensure their claims for disability compensation are processed smoothly and accurately from start to finish, documenting your efforts in our Customer Relationship Management (CRM), Pipedrive. You’ll use communication and internal tools we have developed for our processes.

Primary Objective 

  • To communicate, coordinate, and work one-on-one with our veteran customers to prepare their VA disability compensation claims and assist them in submitting them.

Coordinating with our Veteran Onboarding Officer

  • After our Veteran Onboarding Officer covers the contract with a prospective veteran, and they sign, the Veteran Onboarding Officer will mark that veteran’s Pipedrive Deal as ‘Won’, a new project for that veteran will be created and assigned to you, and you’ll initiate scheduling the questionnaire call with the veteran.

Specific Daily Tasks: Heavy Focus on Communication with Veterans

  • You will handle the majority of telephone and email communications once veterans sign their service contract, until their claim is submitted.

Scheduling questionnaire calls on Google Calendar

  • You’ll establish communication with the veterans to schedule calls with them on Google Calendar to complete their Veteran’s Affairs (VA) disability claim questionnaires.

Questionnaire calls

  • You will call and guide them through questionnaires to get the information for their VA disability claims.

Our internal Google Forms

  • We’ve built Google Forms that programmatically (automatically) generate and populate the VA disability claim application documents with the veteran’s information.

Completing our internal Google Forms (data entry) and Coordinating with the veteran

  • You’ll enter the information from the Questionnaire form into the Google Form fields, submit the form, and check the automatically generated VA claim Google Docs for correct formatting. You’ll focus on fixing any errors in the Google Docs, converting them to PDFs, combining the PDFs with any other evidence (for example, nexus letters), and sharing them with the veterans along with a link the the VA’s QuickSubmit link so the veteran can upload their claim to the VA.

Other duties: other types of claims

  • You will also assist the Veteran Claims Officer by filing higher-level reviews, supplemental claims, and other applications while ensuring all interactions are logged in our CRM system, Pipedrive.

Coordinating with the Veterans Accounts Coordinator 

  • After filing claims, and completing other tasks, you’ll coordinate with our Veterans Accounts Coordinator for followup activities for that veteran’s case. You will have the close support of our Veterans Claims Officer, but are encouraged to use Generative AI ChatGPT to answer common questions you will receive. ChatGPT can answer most, if not all of the questions you will have after your initial onboarding training.

Key Responsibilities Summary:

  • Use and keep Pipedrive CRM updated to coordinate claims processing with the Veteran Onboarding Officer and Veteran Claims Officer.
  • Conduct questionnaire calls with veterans to gather required information for their claims.
  • Generate claim documents by entering veteran questionnaire information into our internal Google Form.
  • Format and finalize claim documents for submission.
  • Coordinate with the Veteran Accounts Coordinator to assist as needed with performing follow-up communications (calls, texts, and emails) to check veterans’ claim status or answer any questions they may have.
  • File Supplemental Claims
  • Email weekly summary reports at the end of each week, detailing the work you completed, claim status updates, and progress you’ve made.
  • Tag relevant team members in Pipedrive Notes anytime there’s an update on a claim from a veteran.
  • Assist the team with keeping the VA Claims, LLC team’s Google Drive organized and ensure all claims and documents are stored correctly.
  • Send prepared claims to veterans for review and coordinate and make any necessary revisions.
  • Coordinate with the Veteran Accounts Coordinator to assist as needed with tracking claim outcomes by uploading decision letters to Pipedrive CRM.
  • Coordinate with the Veteran Accounts Coordinator to assist as needed with following up on any unpaid balances, sending Square invoices or payment links as needed.
  • Coordinate with the Veteran Onboarding Coordinator to assist as needed with ensuring veterans understand our service contract, payment terms, and discount options.

Knowledge & Experience (strongly preferred):

  • Understanding and connection to US military and veterans, the VA, and the VA disability compensation process.
  • Familiarity with customer relationship management (CRM) systems, preferably Pipedrive.
  • Experience with Square contracts, invoices, and payment links.
  • Proficiency in Google Docs, Google Drive, Google Forms, and Google Sheets.
  • Ability to use ChatGPT to provide quick answers or general guidance to veterans.

Skills (Required):

  • Independent and Autonomous problem solver, i.e., researching your questions by using ChatGPT and the internet to get answers before asking a colleague.
  • Strong familiarity with Google Drive, Google Forms, Google Sheets, and Google Docs.
  • Experience with CRMs like Pipedrive.
  • Proficiency with Google Voice and other communication tools.
  • Excellent communication and customer service skills.
  • Strong problem-solving abilities and ability to achieve positive outcomes autonomously.
  • Positive, can-do attitude, and eagerness to learn and promote a positive culture.
  • Ability to generate and email concise daily/weekly work logs/progress reports.
  • Ability to prioritize, stay organized, and take the initiative to complete work.

Abilities (Required):

  • Self-starter who takes initiative and has a strong bias-to-action.
  • Ability to manage multiple tasks and work effectively under pressure.
  • Critical thinking and problem-solving skills.
  • Strong organizational skills with attention to detail.
  • Ability to work independently and achieve results without constant supervision.
  • Active listening skills to gather important information from veterans.
  • A bias for action and the ability to recognize high-potential or high-risk customers.
  • Persuasive abilities to help veterans reconsider options based on internal metrics and VA rules.

Qualifications (Preferred):

  • Prior experience in the VA claims process or a customer service role with veterans is strongly preferred but not required.
  • Strong ability to multitask and manage complex cases with minimal oversight.
  • Associate’s degree or Bachelor’s degree or current student in pursuit of a degree or equivalent relevant experience (Required)

Veterans, Veteran Spouses, & Veteran Family Members:

  • Veterans with honorable prior service, spouses, and family members of veterans are highly encouraged to apply.
  • If you have a passion for helping veterans and are comfortable working remotely, with flexible hours, and enjoy learning complex systems and processes, we encourage you to apply!

Additional Information

  • This is initially a 1099 contractor position, part time (up to 20-hours per week).
  • We use Square Teams to clock-in and clock-out for work.
  • Starting pay is $16/hour.
  • All our work is conducted via phone, text, email, and occasionally through the mail, and through our online systems and software. You’ll be assigned a Google Voice number and a domain email address to use for communications.
  • We are a 100% remote, flexible team. With some exceptions, you’re typically able to complete tasks when you have time, and we are able to accommodate other obligations you may have.
  • Upon selection for this position, your first two weeks will mainly be Google Meet video meetings with different members of our staff to learn our company operations and to receive training and become acclimated to the position and tools you’ll be using.
  • If you have a passion for helping veterans and are comfortable working remotely, with flexible hours, and enjoy learning complex systems and processes, we encourage you to apply!