What are the responsibilities and job description for the Client Service Liaison position at Physician Life Care Planning?
Summary: As a Client Service Liaison at Physician Life Care Planning, you will play a vital role in our commitment to provide exceptional service and solutions to our customers. You'll engage with clients, experts, and team members to manage logistics, provide in-depth information about our products and services, and ensure the seamless coordination of our clients' needs. If you're a solutions-oriented individual with a strong aptitude for customer communication and rapport-building, we invite you to apply!
Essential Duties:
Engagement and Education:
- Proactively address client inquiries and resolve issues with a sense of urgency and professionalism.
- Educate and advise clients on products and services based on client need, adding value to the client experience.
- Act as a consultative partner, understanding and clearly communicating the Company’s products, services, retention agreements, policies, processes, and procedures.
Case and Workflow Management:
- Manage and coordinate a demanding workload of active cases, including scheduling, deadlines, travel coordination, and sworn testimonies.
- Provide complex administrative support to physicians and non-physician experts.
- Interface continuously with clients via email and telephone, maintaining strong communication skills.
- Collaborate with the Accounting department to align on customer billing, and invoicing specifics.
Operations and Continuous Improvement:
- Intake new cases with a focus on customer-centric service.
- Identify and recommend process improvements to enhance efficiency and client satisfaction.
- Monitor and manage adherence to the operations calendar, ensuring alignment with client and production deadlines, depositions, trials, and experts' schedules.
- Distribute products in line with Company policy and support other duties as needed.
Requisite Qualifications
- Minimum five (5) years of customer service experience, including at least two years in a professional office setting.
- Demonstrated proficiency in telephone and email communication, and a strong ability to build rapport with clients.
- Proven problem-solving ability and experience working both in a team and independently.
- Intermediate to advanced skills in Microsoft Office Suite.
- Capability to multitask, prioritize, and manage time effectively.
Non-requisite/Preferred Qualification
Bachelor’s Degree in business or related field
Work Schedule
5 day/40-hour work week: Monday – Friday 8:30 am – 5:30 pm
Overtime may be required and will be based on business needs.
Work Environment
The work environment at Physician Life Care Planning is a professional office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physician Life Care Planning’s Core Values: Commitment to Excellence, Superlative Expertise, Integrity, Ownership, Professionalism, Problem-Solving and Customer Centricity.
Physician Life Care Planning is an equal opportunity employer.
Confidentiality
Client Service Liaison must adhere to all Federal HIPAA laws and regulations and be willing to sign a Confidentiality Agreement.
