Case Builder Team Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to a team of remote Case Builders to enhance productivity, ensure quality of work, and achieve departmental objectives.

• Serve as a primary resource of knowledge and Subject Matter Expert for the Case Builders.

• Complete Clarification Responses for case builders who are absent.

• Build cases as needed and as directed by the Team Supervisor.

• Monitor team responsiveness and regularly share insights with the supervisor.

• Assist Case Builders with questions regarding procedures.

• Review unbuilt cases and expedite any overdue cases.

• Log errors occurring during the Case Building process.

• Address and resolve escalation requests effectively.

• Assist other departments with inquiries related to Case Building.

• Ensure that audit/compliance action-item emails are responded to promptly.

• Audit built cases to ensure compliance with build procedures, VA requirements, and diagnostic standards.

• Support Case Builders in completing their cases.

• Provide feedback to the Case Builder Supervisor regarding coaching and mentoring needs.

• Monitor and respond to emails and inquiries from Case Builders.

• Reassign cases within the team queue to balance workload and meet daily quotas.

• Proofread and recommend edits for Clarifications.

• Maintain ongoing communication with Case Builder Supervisors.

• Receive directions and assignments from Case Builder Supervisors.

• Refer any concerns and suggestions to the team supervisor or relevant departments.

• Carry out other assigned duties as necessary.

⛳️ Requirements

• Must be eligible to work in the United States.

• All work must be conducted within the United States.

• Must qualify for a public trust clearance.

• High School Diploma or its equivalent is required.

• A minimum of 4 years of relevant experience or a suitable combination of education and experience.

• At least 2 years of prior Case Building experience supporting the Veterans Administration.

• Proficient in Microsoft Office Suite, Adobe Acrobat/PDF tools, general internet research, and other necessary resources.

• Must have reliable access to stable internet connectivity.

• Capable of performing work while on camera and using a microphone.

• Proficient in using telephone, text, email, messaging apps, and video calls to communicate clearly.

• Possess excellent organizational, written, and verbal communication skills.

• Ability to effectively perform essential job functions in accordance with ADA, FMLA, and other federal, state, and local standards, including productivity standards.

• Comfortable working in a fast-paced, deadline-driven environment.

🏝️ Benefits

• 401K matching.

• Customized health plans.

• Dental and vision insurance.

• Life insurance.

• Short and long-term disability coverage.

• Incentives program to acknowledge exceptional behavior.

• Health & Welfare fringe benefit of $4.93 per hour, which may be utilized for health insurance or other qualifying benefits as defined by the SCA.

• Paid holidays.

• Paid time off.

• Flexible working hours.

• Remote work opportunities.