Client Care Specialist

ARCHER•Austin, TX

4d•Onsite

About The Position

The Client Care Specialist fosters excellent relationships with assigned client law firms through email, phone calls, and in-person visits. The role responds to incoming client inquiries with thoughtfulness, integrity, attention to detail, and urgency, and works closely with internal sales, project management, and operations teams to achieve strong client outcomes. The position is located in Austin, Texas. The successful candidate is self-starting, communicates exceptionally well orally and in writing, finds solutions, and demonstrates a high degree of integrity. The role involves learning complex healthcare lien resolution workflows, supporting key client accounts, anticipating and escalating issues, and contributing to continuous improvement. ARCHER Systems is a technology-enabled legal services company providing pre- and post-settlement administration for single-event, mass tort, and class action cases. Its services include healthcare lien resolution, qualified settlement fund administration and payments processing, claims administration, probate and bankruptcy coordination, release administration, medical records review, and intake and census preparation and management.

Requirements

At least 1 year of account management experience.
Comfort working in a very fast-paced environment.
Experience working with professionals, such as attorneys.
Ability to work cooperatively in a cross-functional setting across multiple geographic locations.
Decisiveness and a sense of urgency, with the ability to act quickly on important issues.
Strong organizational skills and ability to review many emails quickly and prioritize responses.
Clear, confident communication skills, including the ability to explain business processes succinctly to clients with varying levels of prior understanding.
Solutions-oriented approach and commitment to offering solutions when raising issues with management.
Self-starter with a high degree of personal accountability.
Commitment to service and belief that clients rely on the role to get their work done.
Integrity, inclusion, patience, and a positive attitude.

Nice To Haves

A degree from a four-year college or university.
At least 1 year of experience in lien resolution, insurance adjusting, personal injury or mass tort law, or a related field.

Responsibilities

Represent assigned law firm clients internally, advocate for their needs, and flag issues to the manager.
Learn complex healthcare lien resolution workflows and communicate information clearly and succinctly to law firms.
Respond to a high volume of complex status inquiries from law firm clients.
Prepare for in-person status conferences with key accounts by coordinating meetings, creating agendas, and following up.
Work closely with the sales team to provide high-quality service to ARCHER clients.
Anticipate issues, communicate proactively with firms, predict problems, and escalate as needed to senior management.
Solicit and accept feedback and continuously improve individual performance.
Recommend process improvements to the management team, including lessons learned and best practices.
Assist the Senior Client Care Specialist with webinar preparation and other client meeting tasks as requested.