Client Care Specialist

ARCHER Systems•Austin, TX

1d•Onsite

About The Position

The Client Care Specialist is responsible for fostering excellent relationships with assigned client law firms via email, phone calls, and in-person visits. The Client Care Specialist will respond to all incoming client inquiries with thoughtfulness, integrity, attention to detail, and urgency, and will work closely with our internal sales team, project managers, and operations group to ensure the best outcomes for our clients. A successful candidate in this role will have a self-starting attitude, exemplary oral and written communication skills, an aptitude for finding solutions, and a high degree of integrity.

Requirements

1+ year of account management experience
Comfortable in a very fast-paced working environment
Experience working with professionals, such as attorneys
Ability to work cooperatively in cross-functional, multiple geographic location setting
Decisiveness and sense of urgency; ability to act quickly on issues that matter
Highly organized and able to quickly review dozens of emails and prioritize responses
Clear, confident communicator who can succinctly explain business processes to clients whose preexisting level of understanding may vary from basic (or not at all) to sophisticated
Solutions-oriented and committed to offering solutions when flagging an issue to the management team
Self-starter with a high degree of personal accountability
Commitment to service and intrinsic belief that clients are relying upon you to get their job done
Exudes personal characteristics imperative in a client relationship specialist team member: integrity, inclusion, patience, and a positive attitude

Nice To Haves

Degree from a 4-year college or university
1+ years of experience in lien resolution, insurance adjusting, personal injury or mass tort law, or other related field

Responsibilities

Act as an internal representative for assigned law firm clients, advocating for their needs and flagging issues to the manager
Learn complex workflows related to healthcare lien resolution, and clearly and succinctly communicate information 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: coordinate meetings, create agendas, and follow up
Work closely with sales team to provide white glove, intelligent service to all of ARCHER clients
Anticipate issues: communicate with firms proactively, predict problems, and escalate as needed to senior management
Actively solicits and accepts feedback, and works to continuously improve own performance
Recommend process improvements to the management team (Lessons Learned and Best Practices)
Assist Senior Client Care Specialist with webinar preparations and other client meeting tasks, as requested.