[Hiring] Voucher Specialist @Gemini Legal Support Inc

Role Description

The Voucher Specialist plays a critical role in assisting injured workers with identifying and utilizing approved retraining options. This position requires strong organizational skills to manage, maintain, and coordinate a large workload of cases concurrently. Specialists are trained on state regulations and procedures, enabling them to guide injured workers through the retraining process while maintaining sensitivity to confidential matters and strict compliance with HIPAA and all applicable state and federal document security regulations.

Location: Rocklin, Ca/Fully Remote

Schedule: Monday-Friday, 8:00am-5:00pm

Compensation: $24.04-$30.77 Per Hour

The pay range for this role is $24.04-$30.77 Per Hour. Starting pay for new hires is typically within the lower third of the range: $24.04-$26.28 Per Hour. Exceptions may be made based on factors such as education, specialized skills, or significant relevant experience.

Responsibilities

• Manage and maintain a caseload of up to 150 cases, ensuring accurate tracking, documentation, and timely follow-up.
• Assist injured workers with selecting and enrolling in approved retraining or educational programs, providing guidance and support throughout the process.
• Communicate with accredited schools and training centers to understand enrollment requirements and support injured workers with necessary documentation.
• Coordinate communication between injured workers and schools, ensuring smooth enrollment and timely updates.
• Prepare and submit invoices to claims administrators for payment in a timely and accurate manner.
• Handle intake and exit processes for injured workers, including collecting necessary documentation and ensuring proper case closure.
• Handle escalated requests or inquiries from injured workers or internal departments, escalating as appropriate while maintaining professionalism.
• Maintain strict compliance with HIPAA and all applicable state and federal privacy and security regulations in all case-related activities.
• Demonstrate a thorough understanding of current departmental procedures and actively contribute to team knowledge sharing and training.
• Identify and recommend process or departmental improvements, supporting a culture of innovation and continuous improvement.
• Participate in departmental audits, including quality, metric, and compliance audits, ensuring accuracy and accountability of reported data.
• Support and engage in Kaizen and other continuous improvement initiatives, helping streamline workflows and enhance performance.
• Exhibit mastery of established processes and serve as a resource for peers, fostering collaboration and team development.
• Take ownership of additional tasks and responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.

Qualifications

• High school diploma or equivalent required.
• 1–2+ years of experience in call center, collections, sales, or social work preferred.
• Bilingual required (Spanish and/or other languages will be considered).
• Previous workers’ compensation industry experience is preferred, but not required.

Requirements

• Strong customer service orientation, demonstrates patience, professionalism, and responsiveness when interacting with clients, facilities, and third parties.
• Strong verbal communication skills, able to handle high call volumes, manage sensitive conversations, and represent Gemini professionally in all interactions.
• Professional written communication produces clear, concise, and courteous correspondence via email, fax, and mail.
• Conflict resolution and problem-solving, effectively manage difficult or escalated calls with professionalism and tact.
• Proficiency in researching, tracking, and updating records efficiently.
• High attention to detail.
• Works effectively with internal teams, departments, and external carriers/vendors.
• Proficient with computers, business phones, office software, video conferencing, and Google Workspace (Docs, Sheets, Calendar, Gmail, etc.).

Functional Requirements

• Must be able to perform the essential functions of the position with or without accommodation including but not limited to:
• Sitting for at least one hour at a time (total: 6-8 hours/day)
• Keyboarding for extended periods of time (total: 4-6 hours/day)
• Using a phone with or without a headset for extended periods (total: 4-6 hours/day)

Benefits

• Comprehensive medical, dental, and vision coverage
• Generous paid time off, including PTO, sick leave, volunteer time, and paid holidays
• 401(k) plan with company match
• Tuition reimbursement program
• Employee Assistance Program and legal assistance benefit
• Company-paid annual charitable donation in your name
• Employee recognition program