Veteran Coach Assistant (VCA)

Position Summary

The Veteran Coach Assistant (VCA) is the operational partner of the Veteran Coach, ensuring every veteran receives a seamless, organized, and timely experience throughout the claims process. This role is responsible for managing workflows, maintaining accurate documentation, coordinating appointments, tracking follow-ups, and ensuring no veteran or task falls through the cracks.

The Veteran Coach Assistant primarily focuses on operational support and account management. However, when business needs require, the VCA is fully cross-trained and may assume the responsibilities of a Veteran Call Coach, conducting veteran outreach and onboarding while maintaining service quality and continuity.

Key Responsibilities

Veteran Account Management

• Manage veteran accounts before, during, and after Veteran Call Coach outreach.
• Review account history, lead source, ownership, previous notes, and current workflow before veteran engagement.
• Ensure every veteran account progresses through the correct workflow and status.
• Maintain clean, accurate, and up-to-date CRM records.

Documentation & Workflow Administration

• Document all veteran interactions accurately and promptly.
• Track:

o Contact attempts
o Call outcomes
o Lead source
o Warm/cold status
o Callback schedules
o Consultation status
o Next action items

• Ensure documentation meets company quality standards.
• Maintain consistent workflow terminology and account organization.

Scheduling & Follow-Up Coordination

• Schedule consultations, follow-up calls, and appointments.
• Send reminders and written next steps to veterans when appropriate.
• Coordinate follow-up activities between departments.
• Ensure veterans never miss important appointments or deadlines.

Call Coach Support

• Prepare accounts for Veteran Call Coach outreach.
• Review post-call summaries and complete required administrative actions.
• Update CRM records, schedule follow-ups, and move accounts through the appropriate workflow.
• Identify missing information or incomplete next steps before they become service issues.
• Escalate sensitive or complex matters requiring leadership attention.

Cross-Functional Veteran Support

• Serve as the operational extension of the Veteran Call Coach to ensure continuity of care.
• Collaborate with other departments to keep veteran cases progressing efficiently.
• Help maintain one consistent veteran experience from initial contact through onboarding.

Veteran Coach (As Needed)

• Conduct veteran outreach, onboarding, and follow-up calls when operational needs require.
• Perform Veteran Call Coach responsibilities during staffing shortages, overflow periods, schedule coverage, or other business demands.
• Deliver the same level of professionalism, empathy, and communication expected of a Veteran Call Coach.
• Transition veterans back to the assigned Call Coach while ensuring complete documentation and continuity of care.

Core Responsibilities

• CRM and account management
• Lead workflow administration
• Documentation and quality control
• Scheduling and appointment coordination
• Veteran follow-up management
• Administrative support
• Cross-functional communication
• Veteran outreach when required
• Process compliance
• Operational support for Veteran Call Coaches

Additional Terms

1. Daily Zoom attendance is required with camera turned on.
2. Attire must include red, blue, white, or black.
3. Camera view must be shoulders up.
4. No other employment or freelance work is permitted during assigned work hours.
5. Applicants must be fully available and dedicated during their scheduled shift.

How to Apply

Please submit:
1. Updated Resume
2. 1–2 Minute Video Introduction