Customer Care Veteran Coach

Please submit your resume along with a short introduction video (1-2 minutes) highlighting your skills, experience, and why you would be a great fit for this role.

Role Overview

The Customer Care Veteran Coach supports veterans throughout the claims assistance process by managing follow-ups, conducting consultations, preparing documentation packets, coordinating invoicing, and facilitating prep calls for medical evaluations. This role plays a key part in delivering a smooth, informed, and supportive experience for every veteran. This position requires flexibility and adaptability, as tea ---------- mbers are expected to be cross-trained across functions and possibility of assigned to different responsibilities based on operational needs.

Core Responsibilities

• Conduct follow-ups to ensure veterans remain engaged and informed
• Handle consultations, gathering relevant details and setting expectations
• Prepare and review packets for accuracy and completeness
• Assist with invoicing, including payment tracking and communication
• Lead prep calls to prepare veterans for DBQ/medical exams
• Maintain accurate documentation and case updates

Cross-Training & Role Flexibility

• Willingness to be trained across multiple functions (customer care, admin, training support)
• Ability to transition between tasks such as calls, documentation, and coordination work
• Open to shifting roles or priorities based on team and business needs
• Proactive in learning new processes and supporting other team functions when required

Qualifications

• Strong communication skills (phone, email, messaging)
• Highly organized with strong attention to detail
• Ability to manage multiple cases and deadlines
• Dependable with strong attendance and accountability
• Comfortable handling sensitive and confidential information

Preferred Experience

• Customer service, coaching, or case management background
• Experience working with veterans, healthcare, or claims support (a plus)
• Familiarity with medical documentation or DBQs (preferred but not required)

Key Traits for Success

• Empathetic and professional
• Adaptable and team-oriented
• Solution-driven and proactive
• Open to feedback and continuous learning