Legal Services Customer Service Representative

Dane Street, LLC

7h•Hybrid

About The Position

We are seeking a candidate preferably with experience supporting litigation, with experience in customer service, and Legal assistant experience. Preferably with a background working alongside defense counsel. Success in this role requires a genuinely personable professional who can engage comfortably with clients, maintain a positive presence, and promote long-term relationship building. The ideal candidate brings strong interpersonal skills, communicates with clients in a personable yet professional manner, and can navigate sensitive case matters with discretion, empathy, and sound judgment. The Legal Services customer service representative is a hybrid role that focuses on building client relationships while also providing support to the Operations staff. The position plays an integral role as they are responsible for communication with the customer, reviewer, and staff to ensure a quality report is delivered by the customer's deadline. The Legal Services CSR is responsible for providing a seamless workflow process to ensure a timely completion and the overall completeness of a reviewer report. Completeness is determined by customer requirements, company best practices, and accuracy. Customer service representatives are expected to be able to communicate with clients, reviewers, and be responsible for the receipt of new cases and ensuring proper system drafting and setup. The CSR is also responsible for taking direction and facilitating the case assignment/scheduling process. Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

Requirements

Present exceptional communication skills with a clear understanding of company business lines.
The ability to apply critical thinking, manage time efficiently and meet specific deadlines.
Computer literacy and typing skills are essential.
Supply and support their own internet services.
Maintaining an uninterrupted internet connection is a requirement of all work from home position.

Nice To Haves

experience supporting litigation
experience in customer service
Legal assistant experience
background working alongside defense counsel
Business experience in a healthcare and/or insurance setting is preferred.
An Associate’s Degree is preferred.

Responsibilities

Assist with Legal inquiries from staff
Take the lead on any client request
Train on Workflow processes.
Ensure all Legal client profile instructions are up-to-date and accurate
Ability to handle client matters with sensitivity, discretion, and professionalism.
Demonstrated ability to engage with clients professionally, provide clear updates, and maintain positive relationships.
Intake new cases and review/verify information and requests. Draft cases by entering information into the Dane Street system.
Work with the client on any information missing pertinent to processing claim.
Sort, organize and create medical document listing - if required by client, and in line with specific special handling.
Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements.
Ensure that the assigned physician has no conflict of interest with the case assignment.
Update clients frequently on cases in progress.
May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
Ensure proper documentation for specified cases is provided to the client.
Strong communication Skills
Assign cases to experts
Forming relationships with Doctors
Monitor, process, and track cases to ensure we meet deadlines.
Update clients frequently on cases in progress.
May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer.
Ensure proper documentation for specified cases is provided to the client.
Work with the Operations Managers and CSR Supervisors to provide initial/follow-up training to the CSR teams as needed.
Research/train on new regulations or client requirements with the CSR teams.
May provide oversight to the work of the team members.
Continuously improves processes that help to facilitate better turnaround time, peer-to-peer success rates, and lessen returned reports by clients for clarification purposes, ultimately resulting in higher client satisfaction.
Other duties & special projects, as assigned and based on business needs.

Benefits

medical, dental, and vision coverage for you and your family
voluntary life insurance options for you, your spouse, and your children
hospital indemnity, critical illness, accident indemnity, and pet insurance plans
basic life insurance, short-term disability, and long-term disability coverage at no cost
generous paid time off policy
401k plan with a company match
Apple equipment and a media stipend are provided for remote workspace

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