The Voucher Specialist plays a critical role in assisting injured workers with identifying and utilizing approved retraining options. This position manages a high-volume caseload, coordinating between injured workers, accredited schools, law offices, and claims administrators while ensuring strict compliance with HIPAA and document security regulations. Operating in a process-driven environment, the role balances customer service, case management, phone support, documentation, follow-up, and invoice processing.

Responsibilities:
- Manage and maintain a caseload of up to 150 cases, ensuring accurate tracking, documentation, and timely follow-up.
- Make a high volume of outbound calls to injured workers to provide updates, collect information, explain next steps, and follow up on pending items.
- Receive inbound calls from injured workers, schools, law offices, claims administrators, and internal teams.
- Assist injured workers with selecting and enrolling in approved retraining or educational programs, providing guidance throughout the process.




- Communicate with accredited schools and training centers to confirm enrollment requirements, pricing, paperwork, and voucher acceptance.
- Coordinate communication between injured workers, schools, and claims administrators to ensure smooth enrollment and timely updates.
- Prepare invoice packets and submit invoices to claims administrators for payment in an accurate and timely manner.
- Document all case activity clearly and accurately in internal case management systems.
- Handle intake and exit processes for injured workers, including collecting necessary documentation and ensuring proper case closure.
- Request voucher amendments or corrections from claims adjusters and follow up regarding unpaid benefits or pending invoices.
- Monitor and manage assigned callbacks daily, maintaining callback volume within departmental expectations.
- Respond to emails, voicemails, and case communications through shared inbox platforms

📌 Call Center Specialist (Monterrey)
🏢 Journeyfront
📍 Monterrey