Legal Case Manager

Join to apply for the Service Delivery Coordinator role at Physician Life Care Planning

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Join to apply for the Service Delivery Coordinator role at Physician Life Care Planning

Direct message the job poster from Physician Life Care Planning

As a Service Delivery Coordinator at Physician Life Care Planning, you will be integral to our mission of delivering exceptional service and effective solutions to our clients. In this role, you will take the lead in engaging with clients, experts, and team members, ensuring clear and open lines of communication.

Your responsibilities will include managing logistics to facilitate smooth operations, providing comprehensive and in-depth information about our various products and services, and promptly addressing any client inquiries or concerns. You will play a crucial role in understanding each client's unique needs, coordinating services accordingly, and ensuring that all aspects of their case are handled efficiently.

Additionally, you will be responsible for building strong relationships and developing rapport with clients to enhance their overall experience with our organization. Listening actively and responding effectively will be key to developing trust and understanding.

If you possess a solutions-oriented mindset, excellent customer communication skills, and a passion for helping others, we encourage you to apply and become a vital part of our dedicated team!

Client Engagement and Education:

• Proactively address client inquiries and resolve issues with a sense of urgency and professionalism.
• Based on their needs, advise and educate clients on available products and services, enhancing their overall experience. Serve as a consultative partner, effectively communicating the company's products, services, retention agreements, policies, processes, and procedures.

Case and Workflow Management:

• Effectively manage and coordinate a demanding workload of active cases, which include scheduling, tracking receipt of records and supporting documents, meeting deadlines, travel coordination, and expert calendar maintenance.
• Provide complex back-office support to physicians and non-physician experts.
• Maintain consistent communication with clients through email and phone, demonstrating strong communication skills.
• Collaborate with the Accounting department to align on customer billing and invoicing specifics.
• Assist in the company’s Accounts Receivable function by forming meaningful relationships that will enable our clients to stay current on their financial obligations.

Operations and Continuous Improvement:

• Intake new cases with an emphasis on customer-centric service.
• Identify and recommend process improvements that will enhance efficiency and increase client satisfaction.
• Oversee and manage compliance with the operations calendar, ensuring it aligns with client and production deadlines, depositions, trials, and experts' schedules.
• Distribute products according to company policy and provide support for other duties as needed.

Accounts Receivable Duties:

• Monitor and manage assigned client accounts to ensure prompt and timely receipt of payments by established PLCP deadlines.
• Phone call and e-mail follow-up with clients regarding aging AR accounts 30/60/90 days past due, retainer payments, final payments, and payments for services.
• Manage bi-weekly reporting to accounting to verify all aging accounts and tower collection performance.
• Retrieve all invoices requested by clients to be resent for payment.
• Create ledgers of client pending account invoices for payment.
• Work with the Accounting Department to arrange any specialized client payment arrangements.
• Escalate all aging AR accounts from the past 90 days to the Sales Department, where three complete interactions have taken place. Complete interactions to be defined as attempts where we have established contact with a client.

Requisite Qualifications:

• Minimum two (2) years of customer service experience, including at least one year in a professional office setting.
• Proven expertise in telephone and email communication, coupled with a strong…