Legal Services Customer Service Representative

JOB SUMMARY 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. MAJOR DUTIES & RESPONSIBILITIES Operational Duties and 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. Handling Receipt of New Cases: 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. Assignment of Cases: 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. Client Interaction: 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 Oversight of Cases: - 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. Additional Duties 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. EDUCATION/CREDENTIALS: An Associate’s Degree is preferred. JOB RELEVANT EXPERIENCE: Business experience in a healthcare and/or insurance setting is preferred. JOB RELATED SKILLS/COMPETENCIES: 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. WORKING CONDITIONS/PHYSICAL DEMANDS: Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and computer work. WORK FROM HOME TECHNICAL REQUIREMENTS: Supply and support their own internet services. Maintaining an uninterrupted internet connection is a requirement of all work from home position. This job description is subject to change at any time.