Claims outreach specialist

Please note: due to current hiring restrictions, we can only consider candidates residing in the following states — AL, FL, GA, IN, KS, KY, MI, NC, OH, OK, SC, TN, TX.

Summary

As a Claims Outreach Specialist, you will be the dedicated, compassionate advocate for our veteran clients as they navigate the next steps after a VA disability claim decision. Your primary focus is delivering outstanding, personalized client service by proactively reaching out to veterans, providing clear and patient guidance on accessing their VA Rating Decision Letter (RDL), following up attentively until the document is received, and ensuring every case progresses smoothly, accurately, and without unnecessary delays. You play a critical role in building trust, reducing veteran stress, and keeping the entire workflow organized, timely, and veteran-centered — from initial outreach through to seamless handoff for review and invoicing.

Essential Duties and Responsibilities

• Deliver proactive and empathetic client outreach — promptly contact pending clients via approved phone calls, texts, and emails using professional, veteran-friendly templates to check claim status updates and offer immediate support.
• Provide clear, step-by-step guidance — patiently explain, in simple, accessible language, how veterans can locate, download, and securely send their VA Rating Decision Letter online through VA.gov, empowering them with confidence and minimizing frustration.
• Offer responsive follow-up and support — maintain consistent, caring communication with clients as needed, following up thoughtfully until the decision letter is received or appropriate service level agreements (SLAs) are met, ensuring no veteran feels overlooked.
• Ensure accurate and timely documentation — once received, upload the decision letter and all relevant client communications to the CRM system with meticulous attention to detail.
• Expertly review and update client profiles — carefully analyze the rating decision letter, then update all key information, including conditions, ratings, and outcomes, in the client's profile to maintain complete accuracy and readiness for next steps.
• Prevent delays and keep cases moving smoothly — act as a proactive guardian of the workflow by monitoring transitions, addressing potential bottlenecks immediately, and ensuring every case advances efficiently from outreach to completion.
• Seamlessly transition cases — once fully documented and ready, move completed cases through the appropriate CRM queues.
• Collaborate to support billing excellence — partner closely with the Decision Review team by providing accurate, up-to-date case details and documentation, contributing to a reliable and efficient end-to-end client experience.

Requirements

This role is ideal for someone who thrives on client-focused service, enjoys building positive relationships with veterans, and is committed to accuracy, timeliness, and making the claims process as smooth and supportive as possible.

• Genuine passion for helping disabled veterans and making a positive impact in their lives.
• Exceptional attention to detail with the ability to relay information clearly and accurately.
• Uncompromising integrity and ethical standards.
• Strong organizational skills with the ability to manage time efficiently.
• Comfortable working in a fully remote environment, with access to a reliable internet connection and a quiet workspace.
• Knowledge of VA benefits and the claims process is preferred but not required, as the selected applicant will undergo extensive training.

Benefits

• Full-time, fully remote position
• Two weeks of PTO annually, with additional weeks awarded based on time with the company (after 90 days)
• Paid holidays
• Multiple health insurance options, available upon start
• Opportunities for professional development and advancement in a fast-growing company
• Comprehensive training and ongoing support
• Meaningful work that makes a difference in the lives of disabled veterans