Client Experience Manager – Quality Assurance

Responsibilities

• Complete internal audits to ensure qualitative file handling consistent with firm protocols and client expectations
• Prepare reports of audit findings
• Identify opportunities for education and improvements
• Participate in the implementation of process improvements and presentation of training programs related to the firm’s quality control program
• Contribute to the evolving development of the firm’s quality control program
• Evaluate, interpret and understand client guideline requirements
• Provide assistance in the coordination and organization of audits conducted by firm clients
• Understand and utilize firm systems including, but not limited to, Aderant, ProLaw, BillBlast, etc.
• Understand and utilize client e-billing systems as needed

Requirements

• Bachelor's degree and 7+ years of related work experience
• Insurance claims handling and qualitative auditing experience is required
• Insurance claims auditing of law firm clients from the insurance company side is preferred
• Attention to detail
• Strong analytical skills
• Thorough understanding of claims and litigation management process