Account Manager

SUMMARY:  

The Account Manager is responsible for building and managing long term relationships with our law firm clients by providing excellent customer service to the attorneys and their support teams.  The ideal candidate is professional, talented, and hardworking; and performs comfortably in a fast-paced, goal-oriented work environment. This position requires someone who is hyper-responsive and goes the extra mile to consistently exceed our client’s expectations. 

Essential Functions:  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide oversite for a book of business.
• Provide by-weekly status updates on all cases.
• Proactively contact clients with any questions that arise.
• Manage Client Orders.
• Verify identification of individuals requesting medical records. Handle incoming requests from clients, as well as responding to questions within the same business day; ensuring that issues are resolved both promptly and accurately to achieve first contact resolution.
• Interact with legal and medical offices regarding matters pertaining to medical record requests. Confer with clients by telephone or through email to provide information and or status of product.
• Troubleshoot and gather information from clients to identify root causes of client’s problems and/or dissatisfaction with product. Determine appropriate courses of action to ensure the result is successful from both the client and company standpoint, and to accurately document the interaction through applicable tracking methods.
• Manage a small list of targeted client orders directly.
• Ensure that all policies and procedures comply with all legal requirements.
• Safeguard confidentiality of the medical records and comply with all local, state, and federal laws pertaining to medical records. Assure compliance with all HIPAA regulations concerning use, retrieval, storage, and sharing of medical records.
• Report all pertinent findings of client’s inquiries, complaints and client satisfaction to applicable management when necessary.
•  Other duties as assigned. 

COMPETENCIES, SKILLS AND ABILITIES

• Flexible schedule and available to work occasional overtime as required.
• Exceptional organizational, project management, written and verbal communication skills.
• Strong ability to manage multiple tasks, prioritize deliverables, adhering to tight deadlines.
• Excellent attention to detail and follow-through.
• Creative problem solver with ability to overcome challenges, utilize available resources to find solutions.
• Strong sense of integrity, initiative and extraordinary teamwork aptitude.
• Service attitude with ability to adjust to ever-changing, and face-paced work environment.
• Take ownership and accountability, as well as manage internal and external expectations.
• Flexible, motivated, engaging team player; with a solution oriented “can do attitude”.
• General computer skills (Outlook, Word, Adobe Acrobat, Internet Explorer, Windows).
• Familiarity with subpoenas, written depositions and affidavits a plus.
• Ability to think quickly and logically to ensure expedient response to customer inquiries.
• Excellent attendance and punctuality.
• Adheres to compliance policies.
• Constantly strives to achieve excellence in day-to-day operations of respective department.
• Works collaboratively with all members of management to resolve departmental and organizational challenges. expeditiously, economically, professionally and with minimum disruption to the practice.
• Ability to consistently meet or exceed goals. 

EDUCATION / EXPERIENCE

• High school diploma or equivalent required.
• Bachelor’s Degree or equivalent required.
• Minimum 3 years’ experience in customer service required.
• Experience working in a multi-function, multi-geography environment preferred.

SUPERVISORY RESPONSIBILITIES:  

This role is not a supervisor position.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from internal and external customers whose first language is English. 

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

TRAVEL REQUIREMENTS

Little to no travel expected for this position.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time with or without notice.

AAP/EEO STATEMENT

Lexitas prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

EOE Employer/Vet/Disabled