Claims Specialist II - Veterans Disability Appeals

Job Title

Serves as the primary point of contact for incoming inquiries for claimants pending in the Department of Veterans Affairs (VA) disability appeal process.

Job Description

Reviews claimant completed questionnaires as well as interviews claimants by telephone to complete various disability claim forms. Places outgoing calls to claimants when additional information or follow up as needed. Position involves heavy data entry and claimant education, with the objective of solving problems without escalation. Also responsible for providing the claimant insight into the VA process, explaining decisions and encouraging continued participation in the disability process. Performs work with minimal supervision.

Essential Job Functions

• Responds to customer inquiries, according to productivity and quality standards. Strives to return all voicemail, email and chat messages within contact center expectations.
• Support the potential claimants through the appeal screening process and the schedules outbound calls for the VA representative.
• Support claimants through the use of VA and Allsup generated questionnaires throughout entire process.
• Understand and support sales process.
• Accesses claimant's record on the system (past notes, completed fields, actions); interprets, gathers, and conveys information to the caller (claimant, VA and Board of Veterans Affairs).
• Reviews claimant completed questionnaires and statements and follows up with claimant for additional information, if needed, prior to submitting forms to VA.
• Interviews claimants by telephone to complete application, appeal, questionnaire and ancillary forms, ensuring appeal deadlines are met.
• Place outgoing calls to gather information from claimants.
• Accurately and fully records the claimant's description of the disability onset, medical condition, medical sources, functioning, and vocational history. Resolves discrepancies as necessary.
• Strives to produce quality work that contains correct grammar, spelling, punctuation, and follows guidelines in "Allsup Style Guide".
• Diligently pursues contact with the claimant and initiate emails and/or letters to the claimant to ensure every opportunity was taken to reach the claimant.
• Demonstrates technical knowledge and application with respect to the VA disability process. Must have thorough knowledge of functions of all Allsup departments. Provides claimant insight to the process and program requirements.
• Establishes, cultivates, and maintains a positive and professional relationship with the claimant, while utilizing call management skills.
• Responds to claimant questions with courtesy, empathy, and professionalism. Demonstrates tact and diplomacy in handling problem solving situations with claimants, VA and employees.
• Performs vital data entry in case management system. Accurately and thoroughly document talk notes of all conversations and actions.
• Processes work in a timely and accurate manner.
• Participates in the training and development of other specialists; shares information.
• Maintains strict confidentiality of claimant information, procedural manuals, client/prospect lists, information on new business ventures, and other confidential Allsup information.
• Obtains information regarding other services/programs that might be helpful to the claimant such as health insurance assistance, Medicare, state funded programs (welfare) and other local resources.
• Mentor peers and support staff.
• Assist in updating the training manual.
• Assist with special projects.

Qualifications

• Associate's degree or higher preferred with six months of customer service experience or appropriate Allsup experience
• Professional oral/telephone communication skills
• Superior organizational skills
• High level of initiative
• Excellent knowledge of Word and Excel

Benefits

• Health, Dental, and Vision Insurance
• 401(K) Matching
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Flexible Spending and Health Savings Account
• Tuition Reimbursement
• Pet Insurance
• Employee Assistance Program

DISCLAIMER

Tasks, duties, and responsibilities as listed in the job description are not exhaustive. The company may assign other tasks, duties and responsibilities with no prior notice.

Equal Opportunity Employer. ALL characteristics protected by federal, state, or local law.