Case Manager
Purpose of Job
The Case Manager role is a customer-centric, logistics position. In this role, the Case Manager routinely interfaces with customers and Company personnel to manage production timelines, schedules and workflows. This role involves extensive email and telephone communication with the Company’s customers, experts, and staff.
The Case Manager also provides clients and prospective clients with information about the Company’s products and services. In addition, the Case Manager is a proactive troubleshooter and problem solver who addresses potential conflicts and case-specific challenges with a high degree of urgency and professionalism. This role is responsible for providing complex administrative support to physicians and non-physician experts. They are responsible for managing expert caseloads, coordinating travel, scheduling appointments, depositions and trial testimonies.
Job Requirements
Intake new cases in a customer-centric fashion
Manage complex inquiries via telephone and email
Communicate effectively with experts to clearly define completion dates, deadlines, deposition/trial schedules, and Company policies
Work with the Accounting department to ensure a high level of communication regarding customer demands, case specifics, and circumstances which may affect billing/invoicing
Manage a minimum caseload of 50 active cases
Understand and be able to describe the Company’s products and services
Master a full understanding of the Company’s retention agreements, processes and procedures
Identify process improvements
Ensure client inquiries are handled in a timely and professional manner
Manage adherence to calendar, and provide guidance to the Company’s production team to ensure it is up-to-date with all production deadlines, as well as the demands of depositions, trials, and experts’ out-of-office schedules
Possess the ability to interpret a variety of technical instructions and deal with multiple complex issues
Distribute products in accordance with Company policy
Other duties may be assigned as needed
Minimum Requirements
Two (2) years customer service experience
Strong telephone and customer service skills
Must be a good active listener
Experience working within a web-based work environment
Intermediate to advanced skills using Microsoft Office Suite
Typing 50 WPM (Typing test required)
Be able to multi-task, prioritize and manage time efficiently
Proven problem-solving mentality
Must possess experience working in a team setting, and at the same time, be proactive and able to work independently without excess direction.
Preferred Requirements
Bachelor’s Degree in Business or related field
Experience as a Personal Injury Paralegal
Work Schedule
5 day/40-hour work week of 8:30am - 5:30pm Monday - Friday
Be available to work overtime as needed
Work Environment
Physician Life Care Planning, LLC is an equal opportunity employer for qualified individuals with disabilities. The Company makes reasonable accommodations where appropriate in order for qualified individuals to perform the essential functions of the job.
Confidentiality
Case Managers must adhere to Federal HIPAA laws and regulations and be willing to sign a confidentiality agreement.