Case Review Manager Quality

Description

Veteran Benefits Guide was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 55,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members.

We are seeking a Case Review Manager. Quality is responsible for the leadership, performance, and operational oversight of the Case Review Team. The Case Review Team reviews claim prior to submission to the Department of Veterans Affairs (VA) to help ensure quality, accuracy, consistency, and adherence to established requirements and standards.

This role is responsible for ensuring team quality, productivity, and timeliness expectations are achieved while providing technical leadership, coaching and developing team members, identifying quality and process improvement opportunities, and partnering cross-functionally to support continuous improvement.

The Case Review Manager, Quality translates quality findings, operational trends, and performance data into actionable recommendations that strengthen claim quality, operational performance, process consistency, and the Veteran experience.

The ideal candidate possesses strong knowledge of the VA disability claims process, excellent analytical and critical-thinking skills, demonstrated leadership experience, and the ability to effectively coach, develop, and guide a high-performing team in a fast-paced environment.

• Lead and provide operational oversight of the Case Review Team.
• Manage team workload, capacity, priorities, and workflow to meet quality, productivity, and timeliness goals.
• Ensure Case Review activities follow VBG SOPs, policies, quality standards, and applicable VA requirements.
• Provide technical guidance and serve as an escalation point for complex cases and quality concerns.
• Monitor and analyze quality, productivity, timeliness, workload, and capacity metrics.
• Review audit findings and performance trends to identify risks, root causes, and improvement opportunities.
• Translate quality findings into coaching, training, corrective actions, and process improvements.
• Recruit, onboard, coach, develop, and evaluate team members.
• Identify training needs and support employee career development and succession planning.
• Partner with POD Managers and other leaders to address performance and behavioral concerns.
• Facilitate regular team meetings and communicate priorities, process changes, and organizational updates.
• Collaborate cross-functionally to identify root causes and implement solutions that improve quality and operational performance.
• Provide leadership with quality insights, trends, and actionable recommendations.
• Identify opportunities to improve the effectiveness, efficiency, consistency, and scalability of the Case Review function.
• Promote a culture of accountability, collaboration, continuous learning, and quality improvement.
• Perform other duties and responsibilities as assigned.

• Comprehensive knowledge of the VA disability claims process, including complex claims.
• Strong understanding of DBQs, RDLs, and claims-related medical terminology.
• Ability to analyze RDLs, identify potential errors, and provide guidance on complex claims.
• Demonstrated leadership experience, including coaching, mentoring, and managing employees.
• Strong analytical, critical-thinking, problem-solving, and attention-to-detail skills.
• Strong written and verbal communication skills.
• Ability to collaborate…