Job Description

WHO WE ARE

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

THIS POSITION IS A HYBRID POSITION ONCE INITIAL TRAINING HAS BEEN COMPLETED.

MLP'S SUCCESS PRINCIPLES

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers

A DAY IN THE LIFE OF A PROVIDER RELATIONSHIP REPRESENTATIVE AT MLP:

Provider Relationship Representatives are responsible for helping to manage our network of over 7,500 Participating Law Firms (PLFs) and 18,000 Attorneys, to ensure that they provide the highest quality legal services to clients.

RESPONSIBILITIES

• Developing relationships with PLFs and Attorneys, conducting training regarding MLP’s policies and procedures for providing legal services to members and working with MLP, directing and managing their billing practices and claims handling, monitoring them for accuracy and compliance, and making corrections and providing retraining as necessary;
• Reviewing and evaluating coverage issues, including the review of legal and supporting documentation; assisting PLFs in resolving any coverage issues; and escalating questions to Management for assistance and guidance as needed;
• Serving as a resource for PLFs regarding coverage questions, billing and payment issues, and client service issues;
• Analyzing member inquiries and complaints, working with members and PLFs to address and resolve any issues, and maintain business records regarding same;
• Evaluating members’ access to Attorneys, and working with the Panel Management Recruiting and Training Specialist to identify areas where additional recruiting of may be necessary;
• Investigating and resolving billing issues, payment requests, audit issues, and other inquiries initiated by Attorneys;
• Facilitating Attorneys’ requests for extraordinary fees and ensuring they comply with MLP’s policies on fees and billing;
• Working with members to assist them with resolving escalated coverage questions, and help them to locate Attorneys to handle their personal legal matters;
• Evaluating, on a continuous basis, the level of service provided by Attorneys to our members, and escalating any concerns regarding service or other issues to Management as necessary;
• Working with Plan Administration to address and resolve any sponsor inquiries or issues regarding the network;
• Teaming with other internal departments to address any issues with Attorneys regarding billings, audits and payment;
• Contributing to special projects to increase departmental efficiency;
• Supporting other internal departments to ensure client satisfaction, assisting with benefit fairs, and participating in departmental projects.

MINIMUM QUALIFICATIONS

• Bachelor’s degree from an accredited university preferred;
• Exceptional verbal and written communication;
• Ability to maintain self-structured time-management and prioritize tasks;
• Ability to express empathy to help resolve stressful situations in a calm and positive manner;
• Proficient with Microsoft systems;
• Ability to maintain confidentiality of sensitive situations and documents;
• Detail-oriented and well-organized, with the ability to handle a high-volume workload;
• Ability to thrive in a team-oriented environment.

WHAT WILL MAKE YOU SPECIAL

• Previous experience in the legal field or relationship management;
• Knowledge of the legal services industry and products;
• Experience with enforcement of and compliance with company policies;
• Valuing a collaborative and team-based work environment with a commitment to organizational goals;
• Aptitude for investigating and resolving conflicts.

CHARACTERISTICS OF OUR ATTORNEY SUCCESS REPRESENTATIVES

The Provider Relationship Representatives we hire are:

• Client-focused
• Empathetic
• Proficient in all methods of communication
• Able to maintain confidentiality
• Detail-oriented
• Problem solvers that enjoy conflict resolution
• Flexible enough to interact with associates at all levels of the organization, and with attorneys, clients, and MLP partners
• Self-motivated with the ability to take initiative
• Able to remain calm and stay client-focused in stressful situations
• Adept at analyzing problems and creating solutions

COMPANY BENEFITS

• Generous PTO package
• 9 paid company holidays
• Market-competitive salaries & Annual bonus eligibility
• 401k plan with company match
• Free access to MetLife Legal Plans benefit
• Paid parental leave
• Company paid short-term and long-term disability
• Company tuition assistance
• Casual dress environment
• Diversity, Equity and Inclusion program with monthly activities and discussions
• Employee Referral Program
• Internal growth opportunities
• Complimentary onsite fitness center (Cleveland, OH employees)
• Parking / RTA subsidy (Cleveland, OH employees)
• Corporate discounts

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The individual filling this role will work in a professional office environment and will routinely use standard office equipment such as computers and telephones.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate is regularly required to talk or listen. The associate is frequently required to walk and use hands and arms to point, handle, feel and reach.

POSITION TYPE AND EXPECTED HOURS OF WORK

This is a full-time, non-exempt position.

Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.

TRAVEL

This position does not require travel.

MLP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

MLP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

MLP is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MLP is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MLP without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MLP maintains a drug-free workplace.