Scope of the Role
The Lawyer Services division of LegalShield is tasked with building and maintaining the network of top performing law firms and lawyers who service our members. To achieve that goal, we strive to build relationships based on mutual trust, shared capabilities, transparency, and a commitment to maximizing the member experience. The Provider Success Coordinator plays a critical role in ensuring that our network of lawyers is well informed, well versed in all things LegalShield, and focused on the organization's success.
The Provider Success Coordinator will be responsible for achieving weekly and monthly goals and objectives of the Provider Success Team, and individually for their assigned law firms.
Operating with a moderate to high degree of independence, the Coordinator works with their assigned firms to monitor individual firm SLA’s, deliver on their individual firm/attorney performance improvement plans, and acts as the liaison between LegalShield and their assigned law firms. The Provider Success Coordinator, working with the Provider Success Director, will identify individual firm and attorney performance targets and develop new and innovative ways to improve firm and attorney performance.
The Provider Success Coordinator must have the ability to communicate effectively, collaborate with internal and external teams, meet deadlines, display organization, and time management, and the ability to maintain autonomy while working on multiple simultaneous projects and duties.
Position Responsibilities
Coach and Train
Coach and train firms, attorneys and staff on best practices, policy, and tech updates; monitor metrics and evaluate KPI’s against goals; guide overall performance of assigned law firms/attorneys.
Support implementation of new technology and ensure it meets business needs.
Make recommendations regarding how to best use technology to optimize employee, attorney, and member experiences.
Monitor
Identify key metrics and collect data to make recommendations for areas of improvement across all firms and attorneys.
Make scheduled check-in calls with firms and document topics discussed (NPS, callback time, SLA compliance, survey response rates, associate engagement activities, tech updates, issue remediation, etc.)
Ensure firms/attorneys are meeting productivity and quality goals, service level agreements, Company, and Member expectations. Manage and address any issues.
Ensure that the Company’s Code of Conduct standards are practiced and maintained.
Oversee management of complaints, inquiries, and other member issues to ensure they are resolved appropriately and in a timely and efficient manner.
Liaison & Advocate
Provide firms/attorneys with the support they need to service our members and address all coverage, fee, billing and other questions and issues with attorneys in a timely manner to maximize firm/attorney NPS.
Work with Referral Attorney Manager to fill any needs of their assigned firms.
Manage the review of coverage issues and appeals and ensure proper handling.
Work with the accounting team to understand and evaluate any billing issues and ensure they are addressed with assigned firms.
Support business development activities and initiatives to achieve membership growth goals.
Other
Other duties as required or assigned.
Education, Knowledge and Experience
Bachelor’s degree from an accredited university preferred
2 years+ of law firm or attorney management experience (preferred)
1 year in a leadership role (preferably with LegalShield)
Solid understanding of LegalShield products and systems
Demonstrated ability of leading a team, managing performance, and effectively developing team members to achieve goals.
Success as a leader who can create and maintain a culture of empowerment, development, ownership, and accountability.
Effective communication, collaboration, and influence skills
Ability to maintain confidentiality of sensitive/confidential situations and documentation.
Ability to communicate effectively with attorneys and firm staff about sensitive legal matters.
Strong understanding of legal, coverage and fee issues
Ability to express empathy and resolve stressful situations in a calm and positive manner.
Ability to evaluate processes and systems to create opportunities for change and support the company’s strategic plan
Proficiency with computers, including Microsoft Office applications (Word, Outlook, Teams, Excel, Power Point) and Zoom
Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
Ability to analyze and solve problems, perform complex tasks, and prioritize independently
Excellent customer service skills
Display a positive, motivating attitude and flexibility
Ability to speak in front of groups and make presentations
Detail oriented
FLSA Status
Exempt
Physical Requirements/ Work Environment
Extended periods of working on a computer and speaking with others
Extended periods of sitting at a desk
Periodic travel (2-3 times/year) for site visits and conferences. May require airline travel and overnight stay of 1-3 days.
If remote, monthly travel to home office in Ada, Oklahoma. May require airline travel and overnight stay of 3-5 days.
Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
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