Attorney Network Manager
About The Position
MetLife Legal Plans is currently hiring an Attorney Network Manager for our growing Panel Management Department. This individual will work a hybrid schedule out of our Cleveland, OH office, with roughly two days per week in our office and three days a week remote. This individual will report directly into our Assistant Vice President of Attorney Network & Claims Management. A day in the life of a Manager of Attorney Network at MetLife Legal Plans: The Manager of Network Attorney is responsible for delivering on our mission of developing, managing, and supporting our attorney panel to provide high-quality legal services to our members. You will lead a team of Panel Representatives and collaborate with the Claims Management team to provide our members and attorneys with a positive end-to-end experience of working with MLP. The Manager of Attorney Network will be responsible for managing and delivering on MLP’s growth and departmental service level goals. This position is also responsible for meeting the performance targets of the Panel Management team and is a key leader in developing new and innovative ways to improve the attorney experience and meet all operational goals.
Requirements
- Demonstrated ability of leading a team, managing performance, and effectively developing team members to achieve goals
- Bachelor’s degree from an accredited university
- 5+ years of experience leading and managing team
- 5+ years of experience in the legal field / legal industry
- Cross-functional collaboration skills
- Success as a leader who can create and maintain a culture of empowerment, development, ownership, and accountability.
Nice To Haves
- Preferred 2 years+ of Provider Relationship Management experience.
- Property & Casualty licensing preferred
- J.D. from an accredited law school
- 5+ years’ experience as a practicing attorney
- Effective communication, collaboration, and influence skills; able to drive focus.
- High level of confidentiality to handle sensitive/confidential situations and documentation
- Ability to communicate effectively with attorneys and customers 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 internal systems and databases, including Cisco, Finesse, i5 and the i5 apps, and Microsoft Office products including Teams, Excel, and Power Point
- 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.
Responsibilities
- Oversee daily operations of the Panel Management team operations and maximize performance
- Ensure proper staffing needs are met for all positions, including the management of scheduling, PTO, and attendance
- Ensure effective performance management within the Panel Management Team
- Manage team performance and ensure team members are meeting productivity and quality metrics, service level agreements and MLP expectations and manage any issues.
- Lead, coach, and develop a team of 10–12 individuals, fostering a culture of accountability, ownership, empowerment, and continuous learning
- Conduct regular 1:1 meetings, performance reviews, and development planning to support individual and team growth
- Ensure that the Company’s Code of Excellence standards are practiced and maintained
- Work with team to manage attorneys to meet our service expectations and requirements, monitor network to ensure compliance and address any issues with attorneys
- Provide 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 attorney NPS
- Oversee management of complaints, inquiries, and other client issues to ensure they are resolved appropriately and in a timely and efficient manner
- Manage the review of coverage issues and appeals and ensure proper handling
- Work with the Claims Management Team to understand and evaluate any billing issues and ensure they are addressed with attorneys
- Work with Attorney Recruiting to identify panel access and sufficiency needs
- Identify key metrics and collect data to make effective decisions related to panel attorneys and the Panel Management team
- Make recommendations regarding how to best use technology to optimize employee, attorney, and client experiences
- Support implementation of new technology and ensure it meets business needs
- Maintain a working relationship with CWA 4340 and collaborate with MLP Leadership and outside counsel on contractual matters
- Support business development activities and initiatives to achieve MLP growth goals
- Other duties as required or assigned
Benefits
- This role requires minimal travel. 5% or less expected.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
