The Client Experience Navigator serves as a trusted guide for veterans throughout the Disability Benefits Questionnaire (DBQ) process. This role helps veterans navigate medical evidence collection, coordinates evaluations, and provides consistent communication and support throughout their VA disability claim journey.
The ideal candidate is highly organized, service-focused, and skilled at building rapport while managing multiple cases in a fast-paced environment.
Key Responsibilities
- Serve as the primary point of contact for assigned veterans throughout the DBQ process.
- Guide veterans in gathering and submitting medical evidence for VA disability claims.
- Coordinate medical evaluations and ensure timely completion of case requirements.
- Manage inbound and outbound communication via phone, text, and email.
- Build trust through proactive follow-up and exceptional customer service.
- Maintain accurate, organized, and complete case documentation.
- Monitor case progress and follow up on outstanding items to keep cases moving forward.
- Manage multiple cases while meeting quality, productivity, and service standards.
- Protect confidential information and maintain professionalism in all interactions.
- Strong customer service and relationship-building skills.
- Excellent verbal and written communication abilities.
- Exceptional attention to detail and organizational skills.
- Ability to manage multiple priorities and deadlines effectively.
- Strong time management and problem-solving skills.
- Proficiency with computer systems and documentation tools.
- Experience in customer service, healthcare support, case management, or a contact center environment preferred.
Success in This Role
Successful Navigators are compassionate, detail-oriented professionals who thrive in a structured environment, communicate effectively, and deliver an exceptional experience to every veteran they serve. They balance accuracy, efficiency, and empathy while maintaining a high standard of service and professionalism.
Job Type: Full-time
Work Location: In person
