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 within established turnar

📌 Call center specialist (Monterrey)
🏢 Journeyfront
📍 Monterrey