Manage a diverse book of business, fostering long-term relationships with law firm clients by providing tailored support to attorneys and their teams, resulting in a 95% client retention rate.
Deliver bi-weekly status updates on all cases, proactively addressing client inquiries and resolving issues within the same business day to achieve first-contact resolution.
Oversee client order management, verifying identification for medical record requests and ensuring compliance with local, state, and federal laws, including HIPAA regulations.
Spearhead troubleshooting efforts by gathering client feedback, identifying root causes of issues, and implementing solutions that align with client and company objectives.
Directly manage a targeted list of high priority client orders, streamlining processes to enhance efficiency and client satisfaction.
Collaborate cross-functionally with legal and medical offices to provide accurate information and status updates, strengthening client trust and operational success.
Report critical client insights, inquiries, and satisfaction metrics to management, contributing to strategic improvements in service delivery.
Maintain exceptional organizational and project management skills, prioritizing deliverables and meeting tight deadlines in a fast-paced environment.