Customer Advocacy Manager jobs in Richmond, VA

About the Pendleton Law Team

The Pendleton Law Team is a woman-owned, minority-owned law firm serving clients across the Commonwealth of Virginia who have Personal Injury and Mass Torts legal needs. We provide our clients with gold star service through exceptional communication and a personalized experience. With many offices in Central Virginia and the Tidewater region, our law firm provides growth opportunities and an ideal workplace for our team. The Pendleton Law Team was named a Top Workplace by the Richmond Times Dispatch three years in a row: 2021, 2022, and 2023. We are The Heavy Hitters®.

SUMMARY OF ROLE:

Supervise a team of Legal Assistants at every stage of the hiring, training, supervising, and appraisal processes. Medical records legal assistants contribute to the personal injury attorneys and team by requesting medical records and bills for our clients who have been injured in accidents at no fault of their own. Once received, they review to ensure we have the right records and bills and attach them to their case file. Once we have all the medical records for a client, we are able to write a demand to obtain fair and full compensation for their injuries.

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:

• Train and supervise entry-level teammates on department procedures and policies
• Supervisory duties include hiring, conducting quarterly performance appraisals, administering disciplinary actions, terminating employees for performance issues, attending weekly managerial meetings, monitoring timesheets of hourly employees to prevent unjustified overtime, and on-the-spot coaching of direct reports
• Ensure training materials are accurate and up-to-date (training manual, videos, quizzes, etc.)
• Train and supervise inputting of costs incurred by the medical records team (medical records invoices, mailed requests, etc.)
• Train and supervise the saving and uploading of all documents related to medical records and medical bills
• Create templates in SmartAdvocate for repetitive processes by using automation as well as merge codes (tasks, notes, emails, documents, and text messages)
• Collaborate with demands and liens teams to ensure all requested medical records and bills have been received, uploaded, and entered correctly
• Lead weekly Level 10 team meeting to discuss data, rocks, and issues
• Train on and supervise affidavit requests and follow ups
• Train and oversee communication with clients to confirm treating providers when necessary
• Oversee and assist with communication with attorneys and paralegals about issues related to delayed or missing medical records
• Trains employees on submitting HIPAA complaints to the appropriate authorities and stays abreast of HIPAA rules and regulations
• Maintain master list of shared login credentials for various portals and offer assistance with Ciox to various company employees
• Train and oversee liens paras in obtaining all balances for medical providers
• Oversee liens paras in securing all public and private liens (ERISA, Medicaid, Medicare, etc)
• Assist liens paras in resolving any issues that may be delaying finalization of liens
• Oversee liens paras communication issues with clients or providers
• Train, assist and oversee demand paras review of medical bills and records
• Oversee demand paras communication with adjusters
• Trains and oversees demand para review of medical records at attorney request (for cases not in need of demands)
• Trains and oversees drafting of demand and packages for all PI cases (mail, fax, email)
• Train and oversee creation of policy limits demand and follow-up
• Train and oversee creation of medpay demand and follow-up
• Train and oversee creation of medical chronologies for litigation cases as needed
• Oversee communication with attorneys regarding demand package review and revision
• Train, oversee and assist with Mass Torts department medical records review
• Assist with liens and demands duties as needed
• Communicate with other managers and leadership personnel to resolve issues as needed
• Other duties as assigned to meet business needs

KNOWLEDGE, SKILLS & ABILITIES

• Experience with medical records including HIPAA compliance for PSI
• Strong communication skills, including active listening and clear articulation
• Able to work individually and as a team
• Is proficient in MS Office programs.
• Attention to detail.
• Has demonstrated written and verbal communication skills.
• Typing speed of at least 65 wpm
• Has the ability to remain calm under pressure.
• Is able to problem solve without supervision or guidance.
• Has a high level of professionalism.
• Is able to maintain confidentiality and to use discretion in all interactions.
• Has excellent time management skills.
• Able to prioritize assignments.
• Has proven ability to meet deadline requirements.

QUALIFICATIONS

• High school or GED education, Associate’s Degree preferred
• 1 year of experience as a medical records paralegal
• 1 year of successful experience in an office environment
• 1 year experience with Microsoft Office and/or Google Suite applications
• Highly efficient with computers, computer software (Microsoft Office applications Excel, Word), and with a keystroke at least 65 wpm.
• Knowledge and experience with other relevant forms of data technology, including the use of email and case management software or other data input software.
• Ability to successfully pass a background check and other pre-employment screening.

ADDITIONAL DESIRED QUALIFICATIONS

• Bilingual English/ Spanish

PHYSICAL REQUIREMENTS include but are not limited to:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift and carry up to 10 lbs.
• Ability to sit at a desk comfortably while working on a computer for extended periods of time.
• Ability to use telephone and voicemail.
• Ability to work in a constant state of alertness and with a safe manner.

WORK ENVIRONMENT

The work environment is characteristic of a standard office environment. Electrical hazards related to frequent contact with office equipment.

Job Type: Full-time

Pay: $59,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: In person