What are the responsibilities and job description for the Legal Services Case Manager position at Physician Life Care Planning?

Summary : As a Legal Services Case Manager 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

Essential Duties :

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 a focus on customer-centric service.

Identify and recommend process improvements to enhance efficiency and 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 talent for establishing rapport with clients effectively.

Demonstrated problem-solving skills and experience in team-based and independent work environments.

Proficient in Microsoft Office Suite, with intermediate to advanced skills.

The ability to multitask, prioritize tasks, and manage time effectively.

Non-requisite / Preferred Qualification

Bachelor’s Degree or equivalent and relevant experience

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

Legal Services Case Managers must adhere to all Federal HIPAA laws and regulations and be willing to sign a Confidentiality Agreement.

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