SUZANNE MELLI

Key Responsibilities;

Manage high-value/catastrophic cases from inception.

Investigate liability, insurance coverage(s) and level of injury.

Liaise with client regarding follow up medical treatment & refer if necessary.

Mentor new legal assistants as to how a case should be set up and investigated properly. From letters of representation to sending all medical record and bill requests.

• Full charge of Personal Injury Law Firm intake department
• Including responsibility of decision making to accept or decline potential new case(s)
• Listen to previous intake phone calls and assist with possible rebuttals and or ways of 'selling' company services
• Direct day-to-day administrative and operational functions for 6 intake employees and assigning their potential new caseload
• Daily mentoring of these employees on how to handle new callers/clients including using electronic documents to obtain their legal signature(s)
• Direct liaison between ownership and support staff to maintain new case directives on monthly basis
• Fostered excellence by example by 'setting pace' and being hands on mentor to intake staff
• Managed day to day operations of 17 staff members who supported 5 Attorneys

• Scheduled and executed annual staff review process and negotiated any and all salaries
• Accurately prepared bi monthly payroll and tracking data using Time Clock Plus system
• Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge
• Briefed new hires on essential job information, such as company policies, employment benefits and job duties
• Oversaw successful planning and execution of staff meetings
• Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates
• Improved team morale by resolving all negative employee workforce matters
• Answered phone calls and provided new clients with required paperwork to initiate service
• Collected, verified, recorded and processed client demographics, insurance payments and referral information
• Offered compassionate and attentive guidance to clients during moments of crisis and trauma
• Interacted with insurance providers to obtain necessary documents to complete registration
• Answered telephone calls to offer office information, answer questions and direct calls to staff
• Carried out front office duties utilizing data entry skills in framework of legal database called Needles
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Coordinated with operations staff to resolve service problems and boost client satisfaction
• Cultivated long-lasting client relationships based on trust and solid understanding of business needs
• Improved overall efficiency % by anticipating needs and providing outstanding support

• Answered phone calls and provided new clients with required paperwork to initiate the legal service.

• Collected, verified, recorded and processed client demographics, insurance payments and referral information.

• Offered compassionate and attentive guidance to clients during moments of crisis and trauma.

• Interacted with insurance providers to obtain necessary documents to confirm the coverage.