Voucher Specialist

Gemini Legal is an industry-leading legal support company serving attorneys across California. The Voucher Specialist plays a critical role in assisting injured workers with identifying and utilizing approved retraining options while managing a caseload of cases, ensuring compliance with state regulations and maintaining confidentiality.

Responsibilities

• Manage and maintain a caseload of up to 150 cases, ensuring accurate tracking, documentation, and timely follow-up
• Assist injured workers with selecting and enrolling in approved retraining or educational programs, providing guidance and support throughout the process
• Communicate with accredited schools and training centers to understand enrollment requirements and support injured workers with necessary documentation
• Coordinate communication between injured workers and schools, ensuring smooth enrollment and timely updates
• Prepare and submit invoices to claims administrators for payment in a timely and accurate manner
• Handle intake and exit processes for injured workers, including collecting necessary documentation and ensuring proper case closure
• Handle escalated requests or inquiries from injured workers or internal departments, escalating as appropriate while maintaining professionalism
• Maintain strict compliance with HIPAA and all applicable state and federal privacy and security regulations in all case-related activities
• Demonstrate a thorough understanding of current departmental procedures and actively contribute to team knowledge sharing and training
• Identify and recommend process or departmental improvements, supporting a culture of innovation and continuous improvement
• Participate in departmental audits, including quality, metric, and compliance audits, ensuring accuracy and accountability of reported data
• Support and engage in Kaizen and other continuous improvement initiatives, helping streamline workflows and enhance performance
• Exhibit mastery of established processes and serve as a resource for peers, fostering collaboration and team development
• Take ownership of additional tasks and responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs

Skills

• High school diploma or equivalent required
• Bilingual required (Spanish and/or other languages will be considered)
• Strong customer service orientation, demonstrates patience, professionalism, and responsiveness when interacting with clients, facilities, and third parties
• Strong verbal communication skills, able to handle high call volumes, manage sensitive conversations, and represent Gemini professionally in all interactions
• Professional written communication produces clear, concise, and courteous correspondence via email, fax, and mail
• Conflict resolution and problem-solving, effectively manage difficult or escalated calls with professionalism and tact
• Proficiency in researching, tracking, and updating records efficiently
• High attention to detail
• Works effectively with internal teams, departments, and external carriers/vendors
• Proficient with computers, business phones, office software, video conferencing, and Google Workspace (Docs, Sheets, Calendar, Gmail, etc.)
• Must be able to perform the essential functions of the position with or without accommodation including but not limited to: Sitting for at least one hour at a time (total: 6-8 hours/day), Keyboarding for extended periods of time (total: 4-6 hours/day), Using a phone with or without a headset for extended periods (total: 4-6 hours/day)
• 1–2+ years of experience in call center, collections, sales, or social work preferred
• Previous workers' compensation industry experience is preferred, but not required

Benefits

• Comprehensive medical, dental, and vision coverage
• Generous paid time off, including PTO, sick leave, volunteer time, and paid holidays
• 401(k) plan with company match
• Tuition reimbursement program
• Employee Assistance Program and legal assistance benefit
• Company-paid annual charitable donation in your name
• Employee recognition program

Company Overview