What are the responsibilities and job description for the Case Manager position at VBG (Veteran Benefits Guide)?

Job Description

Description : Who We Are :

Veteran Benefits Guide (VBG) was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 45,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members.

What We Are Looking For :

Join our team as a key contributor to a pioneering web application, designed to enhance medical care delivery nationwide. As Product Manager, you will play a crucial role in the product lifecycle, supporting everything from ideation and design to launch and continuous improvement. This is a great opportunity to grow your product management career while positively impacting the lives of our community.

What We Offer :

We invest in our people, supporting their growth through mentorship and professional development. We strive to offer a work-life balance, creating a culture that is people-focused and fun. Here are some of the benefits you can expect as part of our team :

Work / life balance : We offer a Monday – Friday 8 a.m. to 5 p.m. schedule.
Benefits : Choice of Medical, Vision, and Dental plans with company premium contributions, accrual of 80 hours of PTO & 40 hours of sick time annually, 8 paid holidays plus a floating holiday, 401k with company match after 90 days.
Growth and Development : In-house training and on-the-job development prepare our employees for promotional advancement, leadership opportunities, and lateral transfer skill development.

Summary :

A VBG Case Manager is a metrics-driven individual committed to guiding Veterans through the entire VA claims process. A Case Manager must be detail-oriented, provide outstanding customer service, have excellent oral and written communication skills, be able to educate and persuade clients regarding the value of our service, engage in a high degree of problem-solving, and have the ability to work independently and in a team setting. A successful Case Manager must be self-motivated, ethical, goal-oriented, and be able to effectively adapt to change. A Case Manager must be passionate and dedicated to the Company’s mission of improving Veterans’ lives.

Essential Functions :

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Initiates first contact with assigned clients via phone and email

Introduces Company services and builds rapport with compliant clients received from Intake

Provides details of services offered and determines the best course of action for each individual client

Able to answer questions effectively regarding services provided, set client expectations, and ensure the value of our service is represented to our clients

Able to effectively overcome client objections or reservations through education and persuasion to engage Company services

Delivers proactive, timely, and accurate support for clients including ongoing follow-up and status updates to ensure transparency throughout the claims process

Provides comprehensive education to clients on the VA claims process

Performs quality check for front-end review and confirms compliance for initial review of each file

Routinely audits clients’ profiles for missing information and documentation needed to move forward

Contacts clients to compile necessary documents and information to complete clients’ files

Updates and accurately notates all client communication and changes to the profile in the CRM

Identifies and initiates the best course of action specific to each client’s claim

Meets production standards, deadlines, and quality expectations as established by the Company

Manages client documents according to established Company policies and SOPs.

Rigorously follows HIPAA and PHI guidelines

Other duties as assigned

Qualifications or Competency :

Excellent time management and organizational skills

Proficient multi-tasking and prioritization skills

Excellent internal and external customer service skills

Excellent sales skills

Detail-oriented

Proficient computer skills

Microsoft Office proficiency with a focus on Word, Outlook, and Excel

Ability to work independently and in a team environment

Articulate with excellent telephone etiquette with active listening skills

Customer-centric

Ability to demonstrate personal credibility and effectiveness

Metrics-focused

Results driven

Willingness to embrace change and successfully implement new approaches and ideas

CRM experience preferred

Education and Previous Work Experience :

Associate degree or higher is preferred and at least 1 year of related experience and / or training.

Work Environment :

The job will be based in the company’s Las Vegas headquarters. This position is expected to be an “in-office role” and will have limited situational opportunity to be a hybrid role after successful completion of the 90-day probationary period. Role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Where we are located :

This position is based in our Las Vegas office on E. Warm Springs Road. This is an in-office position.

EEOC :

Veteran Benefits Guide (VBG) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender (including gender identity and gender expression), genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.

Requirements :

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