Job Description

Libra Solutions helps simplify and ease the burden of legal processes for plaintiffs, heirs, and the attorneys and doctors who serve them. By combining financial strength with technology-driven innovation, we simplify difficult legal processes, reduce delays, and help people access both money and the care they need, when they need it most. Our companies are leaders in their industries! MoveDocs streamlines the coordination of medical, financial, and professional services for personal injury cases—improving efficiency for attorneys, care providers, and their clients. Oasis Financial is the largest and most recognized plaintiff funding brand in the nation, having helped 400,000+ plaintiffs access more than $2 billion in funding while their personal injury cases progress. And through Probate Advance, we enable heirs to access their inheritance without waiting through the lengthy probate process.

Together, under the Libra Solutions banner, we support a nationwide network of more than 45,000 attorneys and 10,000 healthcare providers – creating a powerful platform to deliver faster, more seamless outcomes for our customers.

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

Requirements

• 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.

Benefits

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.