Customer Service Representative - Call Center (Veteran Care Liaison)

Veteran Care Liaison — Xterra Health | Salem, OH (Hybrid) About Xterra Health Xterra Health is a veteran-focused healthcare company based in Salem, Ohio. We help veterans navigate the VA disability claims process by connecting them with licensed medical providers who secure the medical evidence required to win their VA claim. Our team is mission-driven, and we're proud to be building a workforce that reflects the population we serve. The Role The Veteran Care Liaison is the first voice a veteran hears when they reach out to us. You'll manage inbound calls and inquiries, walk veterans through their options, coordinate scheduling with our medical providers, and make sure no one falls through the cracks. This is a full-time, hybrid position based out of our Salem office. What You'll Do Handle inbound calls and inquiries from veterans and their families Assess veteran needs and determine the right path forward Schedule appointments and coordinate with our provider team Document interactions accurately in our CRM Conduct follow-up outreach and ensure veterans feel supported throughout the process Adhere to internal SOPs and compliance standards What We're Looking For 1+ years of call center or customer-facing experience Strong verbal communication and active listening skills Comfortable working independently in a remote/hybrid environment A veteran, military spouse, or someone with a personal connection to the military community is strongly preferred Familiarity with the VA claims process, Microsoft Office Products, GHL or Monday.com is a plus Compensation and Benefits Full-time | Hybrid — Salem, Ohio Competitive hourly rate Medical, dental & vision eligible after 30 days Accrual-based PTO at 2.5 weeks per year 401(k) with 100% match up to 4%, fully vested after 90 days To Apply Submit your resume to [email protected] or apply directly through Indeed. Learn more about what we do at xterrahealth.com. Xterra Health is committed to building a team that reflects the veteran community we serve.