When life gets hard, we make it easier! Libra Solutions simplifies and eases the burden of legal processes for plaintiffs, heirs, and the attorneys and healthcare providers who serve them. Combining technical innovation and financial strength, we help speed cumbersome workflows and ease financial barriers for our customers. And our companies are leaders in their respective industries.
- MoveDocs is a technology-enabled services company designed as an end-to-end solution for personal injury law firms and healthcare providers. We are focused on helping uninsured and under-insured patients gain access to healthcare they need that would otherwise be unable to access or afford. We are proud of our mission and are passionate about applying technology to the challenge of making healthcare more accessible.
- Oasis Financial is the most recognized national brand and industry leader in consumer legal funding. Oasis helps plaintiffs regain control by helping to cover essential living expenses while they await legal settlements. Oasis Financial is also a founding partner of ARC, the Alliance for Responsible Consumer Lending, and APA, Americans for Patient Access.
- Probate Advance is the industry’s leading inheritance funding provider, providing heirs with the money they need until the lengthy inheritance process is completed.
Together under Libra Solutions, we have relationships with over 40,000 attorneys and over 7,000 healthcare providers nationwide, which gives us an amazing platform to service our customers. The combination of our footprints, relationships, technology, and funding power solidifies our combined companies as the premier leaders in medical lien, medical legal, Pre -Settlement funding, and inheritance industries.
MoveDocs is looking for a highly responsive, goal-oriented leader who will bring energy, expertise, and drive to impact financial and customer experience results within our Servicing team. This role leads a team responsible for accurately delivering current and final balance amounts and final bill packages to our law firm customers with Key Accounts (firms and cases). This role provides daily leadership, operational oversight, and staff development while ensuring accurate, timely, and compliant balance verification activities. The role can be filled remotely or based in one of our on-site offices and includes near-shore team members and requires periodic travel. The successful candidate is a subject matter expert in advancing the Customer/Provider Experience, Operational Performance, Balance Verification strategies and can enact identified performance improvement recommendations. The qualified candidate is expected to directly manage the Key Accounts team, step in and fill the role of a Team Member as needed and deliver exceptional customer experience results while driving to identified performance targets.
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 SLAs.
- 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
- College degree, required
- 5+ years of work experience in an office type environment or contact center environment.
- Experience in Healthcare, Legal, Insurance, or Financial Services Industries – specific experience in personal injury, with applicable medical knowledge and claims law.
- Ability to understand and integrate technology and data-driven decision-making into the servicing processes.
- Ability to consider and integrate a broad range of factors to develop and execute exceptional balance verification strategies.
- Excellent communication skills, both verbal and written skills, and the ability to collaborate with other members of the team.
- Self-motivated with the desire to build great relationships, and able to meet and exceed goals.
- Ability to manage multiple priorities in a fast-paced environment.
- Able to adapt to change and pivot easily between tasks and process changes.
- Ability to work quickly and accurately to meet tight deadlines.
- Excellent verbal and written communication skills to handle interactions with attorneys and medical providers.
- Ability to operate efficiently and effectively within a continuous, evolving environment.
- Ability to promote and achieve high rates of customer/partner experience, enabling customers and partners to realize significant value from their engagements and improving performance in the market.
We believe taking great care of our customers starts with taking great care of our people. That’s why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.
