Manager, Balance Verifications

Libra Solutions • Charlotte, NC

9h

About The Position

MoveDocs is seeking a highly responsive, goal-oriented leader to drive financial and customer experience results within its Servicing team. The Manager, Balance Verifications leads a team responsible for accurately delivering current and final balance amounts and final bill packages to law firm customers with Key Accounts (firms and cases). The role provides daily leadership, operational oversight, and staff development while ensuring balance verification activities are accurate, timely, and compliant.

The successful candidate serves as a subject matter expert in customer and provider experience, operational performance, and balance verification strategies, and implements identified performance-improvement recommendations. The manager directly manages the Key Accounts team, steps in to perform team-member duties as needed, and delivers exceptional customer experience results while meeting performance targets. The role may be remote or based in an onsite office, includes near-shore team members, and requires periodic travel.

Requirements

• College degree.
• At least 5 years of work experience in an office-type or contact-center environment.
• Experience in healthcare, legal, insurance, or financial services industries, including specific experience in personal injury with applicable medical knowledge and claims law.
• Ability to understand and integrate technology and data-driven decision-making into servicing processes.
• Ability to consider and integrate a broad range of factors to develop and execute balance verification strategies.
• Excellent verbal and written communication skills and ability to collaborate with other team members.
• Self-motivated, with a desire to build strong relationships and meet or exceed goals.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to adapt to change and pivot between tasks and process changes.
• Ability to work quickly and accurately to meet tight deadlines.
• Excellent verbal and written communication skills for interactions with attorneys and medical providers.
• Ability to operate efficiently and effectively in a continuous, evolving environment.
• Ability to promote and achieve high customer and partner experience, help them realize value from their engagements, and improve performance in the market.

Responsibilities

• Supervise and manage Key Account team leads, servicing representatives, and associates, including daily workflow oversight and task prioritization.
• Maximize positive customer outcomes while delivering identified customer experience and financial performance targets.
• Ensure delivery of targeted performance metrics and service-level agreements.
• Monitor task aging and key performance metrics; address issues and escalate complex scenarios as needed.
• Collaborate with internal partners, including Revenue and Operations teams.
• Support hiring, onboarding, and continuous improvement initiatives within the team and systems.
• Provide reporting, insights, and recommendations to the EVP, Servicing.
• Conduct regular one-on-one meetings, performance coaching, and ongoing training for team members.
• Approve employee timecards and manage attendance and scheduling.
• Backfill managerial roles within the Balance Verification team as needed.
• Step in and fill the role of a team member as needed.

Benefits

• Choice of multiple medical plans.
• Dental insurance.
• Vision insurance.
• Life insurance.
• 401(k) with generous company match.
• Flexible spending accounts for medical and dependent expenses.
• Time off to recharge.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager