Panel Representative

Metlife Legal Plans • Cleveland, OH

4d • Onsite

About The Position

Panel Representatives are responsible for helping to manage our network of attorneys to ensure that they provide the highest quality legal services to clients. This role involves developing relationships with PLFs and Panel Attorneys, conducting training, managing billing practices and claims handling, monitoring for accuracy and compliance, and reviewing coverage issues. Panel Representatives also serve as a resource for PLFs, analyze client/member inquiries, evaluate member access to Panel Attorneys, investigate billing and payment issues, and facilitate requests for extraordinary fees. They work with members to resolve escalated coverage questions and evaluate the level of service provided by Panel Attorneys. Additionally, this role involves collaborating with Plan Administration and Internal Partners to resolve sponsor and attorney inquiries, assisting with onboarding and training new team members, and contributing to special projects to increase departmental efficiency. The position also supports other internal departments, assists with benefit fairs, and performs other duties as assigned.

Requirements

• Exceptional verbal and written communication
• Ability to maintain self-structured time management and prioritize tasks
• Ability to express empathy to help resolve stressful situations in a calm and positive way
• Proficient with Microsoft systems
• Ability to maintain confidentiality of sensitive situations and documents
• Detail-oriented and well-organized, with the ability to handle a high-volume workload
• Ability to thrive in a team-centered environment

Nice To Haves

• Bachelor’s degree from an accredited university
• Previous experience in the legal field or relationship management
• Knowledge of the legal services industry and products
• Experience with enforcement of and compliance with company policies
• Aptitude for investigating and resolving conflicts

Responsibilities

• Developing relationships with PLFs and Panel Attorneys
• Conducting training with Panel Attorneys regarding MLP’s policies and procedures for providing legal services to members
• Directing and managing Panel Attorneys' billing practices and claims handling
• Monitoring Panel Attorneys for accuracy and compliance, and making corrections and providing retraining when necessary
• Reviewing and evaluating coverage issues, including the review of legal and supporting documentation, to assist PLFs in resolving any coverage issues
• Escalating questions to Team Leads and Attorney Network Manager(s) or AVP Attorney Network & Claims Management for assistance and guidance
• Serving as a resource for PLFs to provide assistance and guidance regarding coverage questions, billing and payment issues, and client service issues
• Analyzing client/member inquiries and complaints, working with members and PLFs to address and resolve any issues and maintain business records regarding same
• Evaluating members’ access to Panel Attorneys and working with the Panel Management Recruiting and Training Specialist to identify areas where additional recruiting may be necessary
• Investigating and resolving billing issues, payment requests, audit issues, and other inquiries initiated by Panel Attorneys
• Facilitating Panel Attorneys’ requests for extraordinary fees and ensuring they comply with MLP’s policies regarding fees and billings
• Working with members to assist them with resolving escalated coverage questions and help them to locate counsel to handle their personal legal matters
• Evaluating, on a continuous basis, the level of service provided by Panel Attorneys to our members, and escalating any concerns regarding service or other issues to Attorney Network Manager(s) or the AVP Attorney Network & Claims Management as necessary
• Working with Plan Administration to address and resolve any sponsor inquiries or issues regarding the network
• Teaming with Internal Partners to address any issues with attorneys regarding billings, audits and payment
• Assist with onboarding and training new team members
• Contributing to special projects to increase departmental efficiency
• Supporting other internal departments to ensure client satisfaction, assisting with benefit fairs and departmental projects
• Other duties as assigned

Benefits

• Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution)
• Dental and Vision Insurance
• 401(k) plan with company contribution and free access to financial advisors
• Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires
• Free Aura® Identity Theft & Fraud Protection
• Free access to the MetLife Legal Plans benefit
• Company-paid Short- and Long-Term Disability
• Corporate discounts
• Market-competitive salaries with annual bonus eligibility
• Nine company-paid holidays
• Paid parental leave
• Parking or RTA subsidy for Cleveland employees
• Pet Insurance
• Tuition Reimbursement Program
• Voluntary Accident and Critical Illness Insurance
• Volunteer Day
• Robust Employee Assistance Program (EAP)
• Financial wellness tools, education, and coaching

What This Job Offers

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