Part Time Intake Manager Job Evansville area,Indiana USA,Customer Service/HelpDesk

JOB DESCRIPTION

To provide an effective point of first contact to help those seeking representation, to provide information about our services and to ultimately refer or sign that person as a client of Woods & Woods, LLP.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Immediate response to all new intakes.

Contact new potential clients within the same day the intake was created unless it was received after 3:00 pm.

Attempt contact with all new potential clients by utilizing all contact sources available.

Monitor all areas where communication will need to be initiated continuously. Specifically, telephone, e-mail, Litify Chatters, task lists

Return all phone calls and email messages within 2 business days.

Ensure accurate and current contact information is entered in Litify. Specifically name, address, phone numbers, and e-mail. Obtain as many sources of contact as possible.

Properly and diligently handle the intakes that require additional follow up.

Initiate contact to obtain more information within one day of a task item being created by Meliss Any intakes identified as urgent reviews should be followed up on the same day.

Initiate contact to obtain more information within 2 days of a task item being created by the TL or a chatter sent by the TL requesting more information.

When a referral is needed contact about this should be initiated within 3 days of receiving the item to do so.

Detail all aspects of client communication in the Activity "Log a Call" tab. All conversations with the client must be documented.

Appropriately advise callers of the necessary action to take on their case based upon intake information and attorney review.

Request paperwork from callers immediately when it’s determined necessary.

If a veteran is not reached on the first attempt a follow up call should be attempted within 3 days of the 2nd call due date, same for 3rd calls.

Accurate and complete data entry on all files.

Ensure all fields on intake are complete and documented accurately.

Complete screening of cases to ensure only those meeting the current criteria are being sent for attorney/manager review.

Make sure any intakes turned down for reasons requiring approval are reviewed by the TL or Supervisor.

Competencies (core)

Adaptability/Being Resilient

Client Focused

Communication

Integrity & Trust

Decision Quality

Organization

Team Player

Competencies (job specific)

Learning on the Fly/Resourcefulness

Persuades

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

While performing the duties of this job, the employee regularly works in an office setting.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms. The employee is frequently required to stand, talk and hear.

Position Type / Expected Hours of Work

Veterans Benefits Intake Manager is a part-time position. Standard days and hours of work are Monday through Thursday, 8:30am-4:15pm. A total of 29 hours is worked per week.

Travel

No travel is expected for this position.

Required

Education and Experience

High School Diploma and customer service experience.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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