Job Title: Case Manager

Department: Case Management

Reports To: Senior Case Manager

Summary: The Case Manager role is a customer-centric logistics management position. Case Managers continuously interface with customers, experts and staff to manage case requirements, production schedules, timelines, and workflows. The Case Manager role involves extensive system utilization and email and telephone communication.

Case Managers provide clients and prospective clients with information about the Company, and its products and services. In addition, Case Managers are proactive troubleshooters and problem solvers who address potential conflicts and case-specific challenges with a high degree of urgency and professionalism. Case managers are responsible for providing complex administrative support to physicians and non-physician experts. They are responsible for managing experts’ caseloads, coordinating travel, scheduling appointments and sworn testimonies.

Essential Duties:

Intake new cases in a customer-centric fashion.

Address 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, policies, processes and procedures.

Identify and provide 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 that may be assigned as needed

Requisite Qualifications

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 ability

Must possess experience working in a team setting, and at the same time, be proactive and able to work independently without excess direction.

Non-requisite/Preferred Qualification

Bachelor’s Degree in business or related field

Experience as a personal injury paralegal

Work Schedule

5 day/40-hour work week: Mon - Fri 8:30 AM - 5:30 PM

Overtime may be required as needed in accordance with end-of-month, end-of-quarter and end-of year-processes.

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 a qualified individual to perform the Essential Duties.

Confidentiality

Case Managers must adhere to all Federal HIPAA laws and regulations, and willing to sign a confidentiality agreement.