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The Lien Resolution Strategy Coach will oversee negotiation strategies, ensure efficient file progress, and support team members in achieving successful outcomes for our clients. This role includes active involvement in the resolution of complex subrogation cases, providing coaching, training, and development, and establishing best practices across the team. The Lien Resolution Coach will also collaborate with leadership across departments to promote unity and address interdepartmental challenges. Demonstrating alignment with our core values of Professionalism, Respect, Integrity, Dedication, and Empathy (PRIDE), the Lien Resolution Strategy Coach sets the standard for excellence in service delivery.

Primary Duties:

The duties and responsibilities of this position include but are not limited to those listed below. These duties and responsibilities may be modified at any time by Management. Modifications will be in writing and will be acknowledged by both parties.

1. Negotiation Strategy Development and Escalation. Develop and guide negotiation strategies to secure favorable reductions, resolve escalated issues, and intervene in challenging cases to ensure client satisfaction.

2. Team Coaching, Training, and Development. Provide coaching and training to team members, maintain a negotiations manual, standardize policies, and foster continuous improvement through shared insights and strategies.

3. Workflow and Quality Oversight. Monitor workflows, review files, ensure adherence to procedures, and implement improvements to boost team productivity and maintain quality standards.

4. Communication. Engage with clients, sales team, and other departments to provide consultations, demonstrate expertise, and ensure professional communication.

5. Process and Resource Optimization. Utilize tools and dashboards, ensure accurate documentation, and audit claim summaries while adhering to policies and procedures.

6. Industry Knowledge and Professional Development. Stay updated on industry trends and legal changes to share insights with the team to enhance effectiveness and maintain competitive expertise.

7. Personal File Handling: Independently manage assigned caseloads, utilizing tools such as RYG and PowerBI to track progress, respond to escalations, and craft compelling, research-driven arguments tailored to each case for resolution.

8. Leadership: Foster a collaborative and supportive team environment by promoting professional growth, maintaining policies and procedures, participating in leadership meetings, and coordinating with departments to develop documentation and training materials.

Key Performance Indicators (KPI):

1. Conversion Rate: Achieve a conversion rate of 20% or higher

2. Quality Score: Maintain a quality score of 45 or higher on case reviews

3. Revenue Realization: Achieve at least 85% of Estimated Fee target

4. Customer Satisfaction: Maintain an average Customer Voice Score of 9.5 or higher on customer feedback surveys

5. Resolution Reduction Success Rate: Reduction achievement rate once reviewed

6. Service Completion Time: Time to service complete after review

7. Internal Team Satisfaction: Maintain or improve an internal lien team satisfaction survey score

Requirements:

• Proficient with Microsoft Office Suite including Word and Excel
• Professional attitude and demeanor with strong interpersonal and relationship-building skills to communicate effectively with clients and internal team members
• Strong leadership, organizational, and time management skills to lead and direct internal team and manage client expectations
• Collaborate effectively with cross-functional teams
• High attention to detail and follow-up with a focus on efficiency and accuracy
• Strategic thinker with an aptitude for identifying opportunities and advocating for change by creatively analyzing data to make informed decisions
• Managing multiple tasks and prioritizing effectively in a fast-paced environment.

Education and/or Experience:?

• Bachelor’s Degree in a related field such as Legal Studies, Business Administration, Healthcare Administration, or a similar discipline.
• Juris Doctor (JD) Degree or Paralegal Certification is highly preferred due to the legal nature of the work.
• Courses or certifications in Negotiation and Conflict Resolution can be advantageous.
• At least 7 years of demonstrated knowledge and experience in lien resolution.