Packet Specialist

Job Overview

We are seeking a dynamic and detail\-oriented Packet Specialist to join our team! In this vital role, you will be responsible for responsible for creating, processing, shipping, and supporting veteran claim packets from start to finish.

Responsibilities

· Create, format, and complete packet shells and full packets using approved templates and VA\-compliant legal language.

· Build condition\-specific statements and supporting documentation for each approved condition.

· Ensure all required sections are present, accurate, and properly formatted prior to routing or submission.

· Verify intake data and flag missing, inconsistent, or incomplete information.

· Maintain packet and shell error rates below 4%, subject to QAQC review.

· Meet or exceed daily production standards for shells and packets as assigned.

· Prioritize workload based on service type, urgency, and department needs.

· Maintain strict adherence to VA standards, internal SOPs, and compliance requirements.

· Participate in QAQC reviews and apply feedback immediately.

· Assist with packet and shell corrections for local and remote veterans in a timely manner.

· Contribute to continuous improvement of packet, shell, and client care processes.

· Print, prepare, and package packets accurately and securely for shipment.

· Coordinate shipments using XPS Shipper and monitor tracking through delivery.

· Maintain a 48\-hour shipping turnaround standard.

· Prepare and verify shipping documentation, including tracking records and confirmations.

· Support shipping operations during peak periods, including the first week of each month.

· Serve as a direct point of contact for veterans via phone, email, text, and Teams.

· Provide clear, accurate updates regarding packet status, corrections, audits, and shipping.

· Respond to all inbound communications promptly; keep calls under 5 minutes when possible.

· Assist veterans with minor corrections and walk\-in support.

· Ensure veterans feel informed, supported, and respected throughout the process.

· Maintain accurate, real\-time records in CRM systems documenting packet progress, communications, and resolutions.

· Track packet details including shipping numbers, completion dates, configurations, and corrections.

· Submit required daily and weekly reports detailing production, error rates, communications handled, and trends.

· Fully cross\-trained in packet creation, shell creation, shipping, and client care.

· Step into any packet\-related function as operational needs require.

· Communicate effectively with internal teams via Teams, channels, phone, and email.

· Report FAQs, trends, and systemic issues to leadership for accountability and improvement.

· Packet error rate must remain below 4%.

· Maintain assigned daily production standards for packets and shells.

· Participate in ongoing training related to VA law, Higher\-Level Reviews (HLRs), and department procedures.

· Report daily production metrics on department boards and to management.

· Submit weekly performance summaries as required.

Requirements

· High school diploma or equivalent; a bachelor's degree in a related field is a plus.

· Strong attention to detail and organizational skills.

· Ability to multitask prioritize and manage time effectively in a deadline\-driven environment.

· Ability to follow structured templates, written instructions, and established workflows.

· Capable of working independently and collaboratively within a team environment.

· Proficient in Microsoft Office, with strong skills in Microsoft Word and Excel.

· Experience using PDF editing tools.

· Strong written and verbal communication skills, including professional phone etiquette.

· Comfortable communicating with clients by phone to provide clear and accurate information.

· Flexible and adaptable to changing processes, priorities, and business needs.

· Willingness to adjust work schedules as needed, including occasional evenings or weekends.

· Prior administrative, clerical, or document processing experience preferred.

Pay: $27,040\.00 \- $31,200\.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person