Client Intake Specialist

3 months ago

Austin, United States Archer Systems, LLC Full time
POSITION SUMMARY

This position reports to the Manager of Project Onboarding. The Client Intake Specialist is responsible for successfully onboarding new clients and mass tort projects across all ARCHER service lines. The Client Intake Specialist will work closely with ARCHER's clients, remote sales team, and operations teams in Austin, Houston, and Dallas, to ensure that new projects are timely and accurately brought in house and properly configured. This role serves as primary point of contact for law firms during the onboarding process.

Position Location: Austin, TX or Houston, TX (ON SITE)

JOB RESPONSIBILITIES:

  • Collaborate with the sales team to understand and outline the scope of services for new projects. Determine necessary Project Onboarding materials, encompassing claimant demographics, settlement agreements, injury grids, HIPAA consents and PoRs, QPOs, and Letters of Authority.
  • Communicate Project Onboarding requirements to law firm contacts, serving as the primary point of contact and managing the law firm relationship throughout the onboarding process. Educate law firms on intricate aspects of the settlement administration process, including detailed lien resolution and QSF administration processes.
  • Demonstrate expertise in swiftly recognizing and escalating potential issues to the manager, coupled with a proficiency in effectively conveying urgency and distinguishing between urgent and non-urgent matters.
  • Ensure the complete confirmation and documentation of scope and manage onboarding data and document retrieval. Independently track outstanding requests, evaluate received Project Onboardings for missing or deficient information, and promptly clarify any discrepancies with the law firm.
  • Liaise with internal department heads to secure assigned client relationship manager, settlement manager, and QSF manager from respective department heads. Facilitate project handoff to operating teams via completed Project Onboarding handoff process.
  • Manage a task ticketing system accessible by Case Managers, Account Managers and all other needed team members working with Project Onboarding. Initiate and monitor all major onboarding processes via ticket system. (Must possess excellent Excel skills, and be open to the new IT operating systems)
  • Spearhead initiatives and collaborate with teammates in India, ensuring meticulousness in data collection. Proactively designs new protocols to address identified challenges and optimize processes.
  • Collaborate with department heads, sales, and marketing teams to conceptualize and develop law firm and claimant education and training tools, including but not limited to:
    • Law Firm and Claimant FAQ sheets
    • Marketing and promotional materials
    • Project Onboarding forms and templates
    • Project Onboarding spreadsheet training videos
    • Lien Questionnaires
  • Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES

Technical Skills:
  • Associate degree or higher, or equivalent years of experience
  • High level of professionalism
  • Proficient verbal and written communication skills
  • Basic MS Office Proficiency (Excel, Word, Exchange, Access, etc.)
  • Intermediate Excel skills (Pivot Tables, V-Lookups, etc.)
  • Strong phone and verbal communication skills along with active listening skills
  • Must be Customer service oriented.
  • Attention to detail.
  • Excellent problem-solving abilities
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively.
  • Previous experience in customer support or call center role (preferred)
  • Spanish, Bilingual (preferred)
  • Attention to detail
  • Excellent problem-solving abilities
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • Previous experience in customer support or call center role (preferred)
  • Spanish, Bilingual (preferred)
Interpersonal Skills:
  • Effective Communication:
    • Strong oral, written and presentation skills with the ability to establish a deep understanding of ARCHER's business.
    • Clear communication within a team setting.
  • Collaboration:
    • Coordinate with team and supervisors to provide stellar results.
    • Indicate areas of improvement or need.
  • Creativity and Problem Solving:
    • Ability to think ahead and anticipate problems, issues, and solutions.
    • Ability to introduce creative ideas to solve complex problems.
    • Ability to identify and introduce solutions to produce efficient and consistent results.
  • Project and Time Management:
    • Ability to meet deadlines and handle multiple projects effectively.
    • Timely identification and communication of risks and issues against goals.
  • Personal Development:
    • self-motivated.
    • Ability to deliver plans against high level strategies and goals.
    • Ability to thrive in a fast-paced environment.
BENEFITS
  • 401(K)
  • 401(k) Matching
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Parental Leave
  • Short Term Disability
  • Long Term Disability


ABOUT ARCHER

ARCHER Systems is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services.

ARCHER's core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census preparation and management.ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.

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