Case Manager

Main Purpose of the Role

The Mediation Case Manager is designated as the point of contact for mediators and clients.

This position reports to the office M-F

Behavioral Expectations

• Work collaboratively with Veritext colleagues, exhibiting Veritext Values
• Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner
• Communicate necessary information timely, accurately and effectively; report incidents to management
• Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role
• Take ownership of your work; follow-thru until final resolution

Key Responsibilities

• Understand Veritext products and services, their value and commensurate fees
• Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc
• Participate and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc
• Understand Company targets and strive to meet and exceed
• Ensure that departmental training materials are current, effective and utilized
• Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
• Be an active participate in the phone queues and Front mailboxes while meeting Operations Excellence goals
• Aligns correct products/services information including features and benefits to client needs
• Establish and manage cases within Vision; Be proactive in your approach
• Fulfill client requests timely (in accordance with service-level agreements) including Revised Orders, special client requests, etc AND take appropriate action
• Resolve issues and/or escalate as needed; coordinate/partner with applicable departments and/or colleagues (i.e. Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution
• Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors
• Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow-up! Notify reporters of dailies, expedites, etc.
• Treat mediators, co-workers, reporters, videographers as "key members of our team"; go out of your way for them
• Track incidents according to protocol
• Proactively track assignment deadlines and; follow up with reporters and vendors to ensure timely delivery to clients
• Treat all Veritext Intra-Company jobs, consistent with Veritext standards
• Ensure that all Vision entries (standing orders, notes, etc.) are clear, concise and consistent client specifications
• Encourage use of and manage all aspects of MyVeritext, including setting up USER ID's, establishing security rights and training users on features
• Ensure coverage for all urgent after-hour requests that require immediate assistance/response before next business day
• Take ownership of managing all aspects of scheduling mediations and arbitrations
• Recommend and implement improvements in process and procedures
• Analyze data using all relevant tools and present solutions and ideas
• Assist clients with scheduling and preparing confirmation letters, notice of mediations, Mediator’s Reports to Courts
• Represent Veritext as a SPOC along with Account Executive for all scheduling, transcripts, standing orders, etc for the large cases they are responsible for

Skills and Competencies (The abilities that the individual needs in order to perform this role effectively)

• Proficiency in MS Office required
• Customer service oriented with strong interpersonal skills and the ability to communicate and interact effectively
• Dedicated professional with the ability to respond to requests promptly and accurately
• Must be detail oriented, organized, be able to multi-task and work under pressure to meet or exceed deadlines
• Proactive and motivated with strong problem solving and follow up skills

Veritext aspires to create a community based on collaboration, innovation, creativity and belonging. Our collective success depends on the robust exchange of ideas – an exchange that is best when the rich diversity of our perspectives, backgrounds and experiences flourish. To achieve this exchange, it is essential that all individuals and stakeholders feel and experience an environment where they are welcome, safe, secure, and heard. As such, we do not discriminate on the basis of race, color, religion, age, gender identity or expression, national origin, disability, veteran status, sexual orientation, marital status or any other classification protected by Federal, state, or local law. Any information provided will be used only in the compilation of data for EEO/Affirmative Action reporting. Completion of this data is voluntary and will not affect your opportunity for employment and/or terms or conditions of employment.

Veritext participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.