Account Manager

SUMMARY:  

The Account Manager is responsible for building and managing long term relationships with our law firm clients by providing excellent customer service to the attorneys and their support teams.

 The ideal candidate is professional, talented, and hardworking; and performs comfortably in a fast-paced, goal-oriented work environment.

This position requires someone who is hyper-responsive and goes the extra mile to consistently exceed our client’s expectations. 

Essential Functions:  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Provide oversite for a book of business.


* Provide by-weekly status updates on all cases.


* Proactively contact clients with any questions that arise.


* Manage Client Orders.


* Verify identification of individuals requesting medical records.

Handle incoming requests from clients, as well as responding to questions within the same business day; ensuring that issues are resolved both promptly and accurately to achieve first contact resolution.


* Interact with legal and medical offices regarding matters pertaining to medical record requests.

Confer with clients by telephone or through email to provide information and or status of product.


* Troubleshoot and gather information from clients to identify root causes of client’s problems and/or dissatisfaction with product.

Determine appropriate courses of action to ensure the result is successful from both the client and company standpoint, and to accurately document the interaction through applicable tracking methods.


* Manage a small list of targeted client orders directly.


* Ensure that all policies and procedures comply with all legal requirements.


* Safeguard confidentiality of the medical records and comply with all local, state, and federal laws pertaining to medical records.

Assure compliance with all HIPAA regulations concerning use, retrieval, storage, and sharing of medical records.


* Report all pertinent findings of client’s inquiries, complaints and client satisfaction to applicable management when necessary.


*  Other duties as assigned. 

COMPETENCIES, SKILLS AND ABILITIES


* Flexible schedule and available to work occasional overtime as required.


* Exceptional organizational, project management, written and verbal communication skills.


* Strong ability to manage multiple tasks, prioritize deliverables, adhering to tight deadlines.


* Excellent attention to detail and follow-through.


* Creative problem solver with ability to overcome challenges, utilize available resources to find solutions.


* Strong sense of integrity, initiative and extraordinary teamwork aptitude.


* Service attitude with ability to adjust to ever-changing, and face-paced work environment.


* Take ownership and accountability, as well as manage internal and external expectations.


* Flexible, motivate...