Job Description

EQUIRED BEFORE APPLYING

Please review the following minimum requirements before submitting your application:

EST / CST strongly preferred

✔ Minimum 1 year of recent remote or hybrid professional work experience in medical scheduling.
✔ Minimum 1 year of high-volume outbound phone experience (40+ calls daily)
✔ Experience with medical scheduling, insurance verification, claims processing, prior authorizations, or medical records strongly preferred

Important: This is not an entry-level remote role Applicants without prior remote or hybrid professional experience will not be considered.

Join a mission-driven team supporting U.S. Veterans through the Medical Disability Examination (MDE) program. This role is centered around coordinating and supporting Veterans throughout the medical examination scheduling process tied to their claims with the Department of Veterans Affairs. The ideal candidate is personable, compassionate, highly organized, and able to confidently communicate with individuals while helping guide them through important next steps in the process.

We are seeking customer-focused professionals who thrive in fast-paced, metrics-driven environments and excel at problem-solving, multitasking, and delivering exceptional service over the phone. In this fully remote role, you will spend a significant amount of time coordinating appointments, conducting phone outreach, answering questions, resolving scheduling issues, and ensuring Veterans receive timely and professional support throughout the examination process.

This is not a traditional clinical case management position and does not involve providing medical care or in-person services. Instead, this opportunity is best suited for individuals with experience in high-volume customer service, healthcare scheduling, appointment coordination, claims support, patient access, contact center operations, or healthcare-related administrative support environments. Strong communication skills, professionalism, empathy, attention to detail, and the ability to navigate sensitive conversations are critical for success in this role while supporting an important Veteran-focused mission.

Required US Citizenship, US residence

WORKSITE:

Remote - Candidates located in Eastern Time Zones are preferred to support operational coverage between 8:00 AM and 5:00 PM local business hours.

WORK SCHEDULE:

Monday-Friday

8:00 AM and 5:00 PM EST based on business needs.

COMPENSATION: $21.00 Per Hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment

• Medical, dental, and vision insurance offered after a waiting period (60% paid by Fortuna)

• Free TeleMedicine and Mental Health services for you and your family

• Additional voluntary benefits such as Group Life Insurance, Accidental Insurance, Critical Care, and Short Term Disability

WHAT YOU'LL DO:

• Review Examination Scheduling Requests (ESRs), medical records, and service records to determine case readiness and required examinations and/or diagnostic testing
• Submit and track clarification requests with the Department of Veterans Affairs (VA) and manage cases through completion
• Coordinate with claimants, clinic staff, and internal stakeholders to schedule appointments, monitor exam completion, and ensure required documentation is submitted accurately and timely
• Maintain detailed case documentation while navigating sensitive information with professionalism and discretion
• Collaborate across operational teams and clinic partners to resolve issues, escalate concerns appropriately, and support efficient case processing
• Serve as a point of contact (POC) for assigned clinics when applicable, ensuring effective communication and coordination
• Support operational workflows, mentor team members when needed, and contribute to process improvement initiatives
• Meet productivity, quality, timeliness, and performance metrics within a highly structured, metrics-driven environment
• Adapt to evolving technologies, tools, AI, and automation systems utilized within the program

WHAT YOU'LL BRING:

• Minimum of 1-2 years of experience in a healthcare, medical scheduling, call center, claims processing, case management, or related operational environment preferred
• Experience reviewing medical documentation, coordinating appointments, or managing complex workflows is strongly preferred
• Strong verbal and written communication skills with the ability to interact professionally with Veterans, clinic staff, and internal teams
• Experience using Electronic Health Records (EHR) systems and the Microsoft Office Suite
• Ability to multitask, prioritize competing deadlines, and maintain exceptional attention to detail
• Ability to work independently in a remote environment while also collaborating effectively within a team structure
• Comfortable working in a performance-based environment with defined KPIs and operational expectations
• Reliable high-speed internet connection and a secure, distraction-free remote workspace

• Required Education: High School Diploma or equivalent GED

About Fortuna:
Fortuna operates as a staffing agency that sources, screens, and presents potential candidates for employment opportunities on behalf of our clients. Founded in 2012 by practicing professionals with more than 50 years of combined experience, Fortuna is headquartered in McClellan, California, with offices in Los Angeles, New York, and satellite locations in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as various municipalities and large corporation vendor pools.

Visit our career site: www.gofortuna.com