Case Builder Team Support Specialist, TSS

Job Description:

• Act as a primary source of knowledge and Subject Matter Expert for Case Builders (CB).
• Complete Clarification Responses (CR) for absent case builders on the assigned Case Building team.
• Complete Building of Cases when necessary and directed by the Team Supervisor.
• Monitor team responsiveness to communications and provide regular insights to the supervisor.
• Assist Case Builders with procedural questions.
• Review unbuilt cases within the assigned team and communicate with team members for expedited handling of late cases.
• Log Case Building errors.
• Address and resolve escalation requests.
• Assist other departments with Case Building inquiries.
• Ensure action item emails from the audit team/compliance are addressed.
• Audit built cases to ensure compliance with build procedures, VA requirements, and diagnostic requirements.
• Provide support to CB staff to finalize cases.
• Provide feedback/insight to CB Supervisor about any observed coaching/mentoring topics needed for individual case builders.
• Monitor and respond to emails from Case Builders on questions/inquiries as appropriate and directed by supervisor.
• Reassigning cases within the Team queue to make sure they are evenly distributed, or so that the daily quota can be met.
• Proofread and suggest edits to Clarifications for CBs as requested.
• Attentive to ongoing communication with CB Supervisors.
• Receive directions and assignments, as applicable, from CB Supervisors.
• Ensure relevant concerns/recommendations are referred to the team supervisor or other departments as warranted.
• Other duties, as assigned.

Requirements:

• Eligible to work in the United States
• All work must be performed within the United States
• Must be eligible for a public trust clearance
• High School Diploma or equivalent
• 4+ years of related experience or equivalent combination of education and experience
• Minimum of 2 years of previous Case Building experience
• Proficient in the use of Microsoft Office Suite of products, Adobe Acrobat/PDF tools, and general internet research and other resources as needed
• Reliable access to stable internet
• Must be able to perform work while on camera and using a microphone
• Must be able to use multifaceted communication vehicles (telephone, text, email, messaging apps, video calls) and communicate clearly
• Excellent organizational, written, and verbal communication skills.
• Ability to safely perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

Benefits:

• 401k matching
• Customized health plans
• Dental and vision insurance
• Life insurance
• Short and long term disability coverage
• Incentives program to recognize exceptional behavior
• Competitive base salaries

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