About Claim Climbers
Claim Climbers helps U.S. military veterans secure the benefits they have earned by transforming complex medical records into clear and credible evidence. Our team combines medical accuracy, compassion, and professionalism to deliver evidence that helps veterans receive the benefits they deserve.
Why This Role Matters
Every veteran we serve depends on the accuracy and quality of our medical evidence. The Director of Medical Evidence ensures every Record Review and Nexus Letter reflects the accuracy, integrity, and compassion our mission demands. Through strong leadership and operational excellence, this role transforms medical documentation into life-changing outcomes for veterans and their families.
The Teams You Will Lead
You will lead five specialized teams that form the core of Claim Climbers’ Medical Evidence operations, uniting experts across data, medicine, and service to deliver clear, credible documentation for veterans.
The Opportunity
This is your chance to lead a mission that matters. You will inherit a strong foundation of systems, talent, and process and take it to the next level of scale, quality, and impact. You will guide multiple specialized teams toward one goal: delivering timely, high-quality medical evidence that helps veterans win the benefits they have earned.
You will bring structure, clarity, and innovation to how our medical evidence moves from Record Review to final Nexus Letter, while ensuring every veteran experiences care and professionalism that exceeds expectations. You will establish clear SLAs and KPIs across all teams, creating accountability, visibility, and a culture of excellence that drives results. By improving efficiency, documenting processes, and refining systems, you will help us scale our reach and make every case faster, cleaner, and more impactful.
This role is ideal for a leader who thrives on operational excellence, cares deeply about service, and wants their work to make a tangible difference in the lives of U.S. veterans.
What You Will Do
You will bring clarity, accountability, and energy to the teams that turn medical records into trusted evidence for veterans. Your key responsibilities include:
Operational Leadership
- Lead daily and weekly rhythms across all five teams, including standups, pipeline reviews, and issue clearing.
- Create and maintain SLAs from intake to delivery. Set queue priorities, manage capacity, and prevent bottlenecks.
- Establish quality assurance standards for case completeness, medical reasoning, and documentation.
People and Performance
- Directly manage team managers. Hire, onboard, coach, and level-up leaders and individual contributors.
- Set goals, run calibration, and use scorecards to drive decision quality and fairness.
- Build succession and training plans with clear competencies for each role.
Systems and Workflow
- Own CRM and workflow configuration for evidence pipelines, handoffs, and alerts.
- Drive automation where it increases accuracy and speed.
- Maintain audit-ready documentation for processes, templates, and change logs.
- Monitor refund, escalation, and rework pathways. Approve exceptions within policy.
Compliance and Risk
- Uphold HIPAA and information security standards. Ensure least-privilege access and correct use of e-signature, storage, and transmission tools.
- Keep procedures aligned with VA evidence requirements and internal compliance guidelines.
- Provide regular compliance training refreshers.
Stakeholder Communication
- Publish weekly KPI reports and insights to leadership. Highlight risks early and propose fixes.
- Partner with Customer Experience, Finance, and Growth to align capacity with demand and maintain veteran satisfaction.
What Success Looks Like
- Consistent SLA achievement from intake to delivery
- Transparent, actionable KPI reporting with trend analysis and root-cause fixes
- Lower rework and refund rates, faster escalation resolution
- Consistently high case quality and provider efficiency
- Engaged teams, confident managers, and continuous skill growth that drives measurable results.
What You Bring
- 5+ years leading multi-team operations in customer success, clinical documentation, or professional services
- 3+ years managing managers and building processes that scale across multiple functions
- Proven ability to design KPIs and dashboards, run cadences, and drive continuous improvement
- Systems thinker with hands-on experience in CRM, workflow, task management, and automation
- Excellent writing, organization, and documentation skills with sound judgment handling sensitive information
- Experience in healthcare documentation, VA claims, or regulated operations is a plus
- Bachelor’s degree preferred
Who You Are
- Builder mindset: You create reliable structure and systems that scale
- Practical and data-driven: You keep things simple, measurable, and auditable
- Ownership oriented: You document as you go and close loops
- Calm communicator: You lead with clarity during high-volume periods
- Champion of care: You create moments of exceptional service for every veteran.
How We Work
- Purpose-driven work serving U.S. veterans
- High standards with humble professionalism
- We solve problems together and do what we say
Tools We Use
Google Workspace, Jira, Confluence, CRM and workflow tools, Docusign, Dropbox, Rippling and Ramp. Familiarity with HIPAA-compliant systems is important.
Growth Path
This role is highly visible to senior leadership and can expand in scope as we scale. You will help shape the roadmap and make the case for additional headcount as volumes grow.
Work Environment and Benefits
- Remote within the United States
- Competitive salary with benefits
- Medical, dental, vision, retirement plans
- Paid time off and observed holidays
- Learning and development support
Equal Opportunity
Claim Climbers LLC is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
How to Apply
If you are passionate about building high-quality medical evidence operations to serve veterans, we would love to hear from on Indeed or apply on our Career Opportunities page.
Pay: $70,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- leading multi-team operations: 5 years (Preferred)
- High growth company leadership: 5 years (Preferred)
- managing managers and building processes that scale: 5 years (Preferred)
- Remote Work: 5 years (Preferred)
- hands-on experience in CRM, workflow and task management: 3 years (Preferred)
- VA service-connected disability claims processing: 3 years (Required)
Work Location: Remote
