Overview
Case Admin Jobs in Philippines at Professional Technology Partners
Title: Case Admin
Company: Professional Technology Partners
Location: Philippines
Case Administrator
REMOTE/PST TIMEZONE/FULLTIME
Overview of the Role:
As a Case Administrator, your role is critical to the mission of supporting our clients in working with their chosen expert(s) from the initial case contract to final billing. We pride ourselves on our ability to deliver contracts, case support, and final billing in a timely manner that meets the needs of our clients. Your success at building deep relationships with key client accounts and knowledge of their portfolio is critical to securing a healthy pipeline of ongoing business for their upcoming cases and client needs.
Responsibilities:
This full-time, non-exempt position reports to the Case Administration Manager and involves effective case management within Salesforce. The Case Administrator owns and manages cases assigned to them from contract to final billing. The key responsibilities include
• Management of client accounts and new client engagements,
• preparing expert(s) for the assignment,
• Creating and securing the case contract from the client,
• Fostering a good relationship between the client and the expert,
• mitigating any issues between expert(s) and client(s),
• Understanding the needs of the client and updating timelines as needed, Initiating billing and timely payment, and generating new case leads with existing clients.
• Directing our clients and experts by phone (rotational) or email to the right team member to help address their needs
The relationship you build with our clients is consultative. Your ability to initiate expert engagement and develop a rapport to create solutions and results for their litigation will help deliver measurable value to our clients. Your concierge approach helps retain our customers and convert them into enthusiastic advocates of our team and the services we provide.
Client Relationship, Account Management and Retention:
• Develop a trusted and consultative relationship with clients and accounts – your ability to deliver reliable service consistently with excellent communication and follow-through will allow you to be seen as a trusted resource for future needs
– Deliver a personalized and engaging client experience from initial introduction, contract execution,invoicing, clarifying questions, mitigating issues, securing final payment, and providing expert solutions for their and their firm’s case portfolio
– Generate new cases with existing managed clients and achieve monthly case goals at the individual and department levels – When our existing clients choose us for new cases, you’re a part of that success, and we want to make it fun and rewarding for you and the team when great customer experiences that drive our business goals are achieved
– Maintain confidentiality when handling client, expert, and case information – our clients’ and our experts’ data integrity and security are central to our success and we have secure systems and protocols to maintain the utmost security needed to protect data and confidentiality that we’ll need you to follow
– Route special issues and inquiries that will require additional resources to the appropriate team, per established systems and procedures
• Maintain accurate client records and interactions within Salesforce to ensure all case notes and pertinent details of cases, our recommendations, their contracts, and outcomes are searchable by all associates who interact with the client – keeping accurate records of client interactions allows all of our associates to succeed in delivering a quality client experience
• Process leads by communicating case issues with potential experts and consultants, discussing their credentials, qualifications, skills and experience, availability, and overall appropriateness to assist clients
– Confirm compensation rates and retainers for experts and update them as needed within Salesforce
– Work with the recruitment team as required in securing specialized experts that need to be included in our network
• Build, develop, and maintain partnerships with team members and other departments to maximize effectiveness in servicing existing clients – we genuinely believe we can only succeed with the helpof one another because we’re here for one another and we have each other’s back
• Help convey the voice of the customers and the trends on client and expert needs to the Marketing and development teams – you are the ears to the ground to help drive innovation that will allow us to deliver on-point solutions
• Attend meetings, trainings, and events – your development matters to us and we want to make sure that we’re cultivating a culture focused on being a force of good in society and for each other
• Perform other duties as assigned – because it’s part of continual learning and growing
Contract and Case Administration:
• Manage new accounts within Salesforce from initial lead assignment through to a signed contract – your ability to manage key client accounts and a portfolio of assigned cases with various timelines will be essential to your success
– Manage assigned accounts and information for new cases within Salesforce, utilizing email, proprietary databases, and software – Your ability to respond timely to new accounts will ensure that clients who have selected their expert(s) can get started with their engagement
– Verify rates and retainer requirements from experts and clients and update information within our systems
– Generate new contracts from established templates, proofread and ensure accuracy of contract information – your attention to detail is critical to ensure our contracts for each client contain accurate information for each case
– Assist in negotiations and contract amendments, including communicating with experts and clients, and assist with adjustments to the language in contracts to ensure that it is agreeable to all parties with guidance from department leaders
– Manage the client case timeline to ensure that the contract gets executed with enough time for clients to engage an expert(s)
• Prepare the expert(s) for client engagement – we look to you to ensure the experts are prepped and ready to deliver the best client experience throughout the case- Deliver onboarding material to experts to ensure they are aware of policies and processes of client engagement
– Update any incorrect or missing information within the expert profile
Billing and Invoicing:
• Create invoices throughout the duration of the case from established templates, proofread, and ensure accuracy of contract information
• Work to secure timely payments and communicate with clients and experts to provide awareness on payment statuses for each case, in some cases, follow special handling instructions requested by clients and/or experts
• Maintain accurate financial records for each account with tenacious follow-up on delinquent accounts to secure final payments
– Work with clients and experts to settle accounts requiring final payment and resolve any third-party payer issues
• Escalate any severely delinquent accounts to a collection attorney with pertinent documentation
• Achieve invoice payment performance goals – we make it fun with incentives and bonuses to reward top performance and individual achievements that focus on various factors like improving the speed of invoice payments, customer satisfaction, and quarterly/annual measures
Requirements Qualifications:• Bachelor’s degree or equivalence in experience and credentials is required
• 2+ years of work experience in customer/client services
• Self-starter with the ability to work in a demanding, highly entrepreneurial environment
• Excellent listening, verbal, and written communication skills
• Outstanding phone presence; highly professional, articulate, personable, and great with people • Personal/professional integrity with proven discretion in handling confidential information
• Superior ability to troubleshoot and resolve issues with diplomacy
• Ability to understand and communicate scientific and technical information
• Excellent critical thinking ability and excellent problem-solving skills
• Creativity, adaptability, tenacity, a sense of urgency, and a hands-on orientation
• Excellent negotiating and analytical skills
• High level of accuracy and attention to detail
• Ability to work well under pressure and meet stringent deadlines
• Ability to multi-task and prioritize
• Ability to respond to a high volume of correspondence
• Good work ethic, eagerness to learn, and a “can-do” attitude
• Acceptability and desire for team cohesion
• Proficient in Salesforce and Microsoft Office
• Direct experience with the legal profession is a plus
APPLICATION INSTRUCTIONS:
Interested applicants must submit their cover letter, resume, short voice recording, internet speed test result, and a screenshot of computer specs.
Please email these requirements to:
SUBJECT LINE: Your Name – Application for Case Administrator
