Case Manager

Overview: 

Providing our clients with exceptional service is the foundation of our business. The Case Manager is the designated point of contact for large case.  

What you'll do:

• 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 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 large/mega cases
• Recommend and implement improvements in process and procedures
• Analyze data using all relevant tools and present solutions and ideas
• Assist clients with on-line scheduling and access to transcripts and exhibits; track assignment status
• Work with reporters and follow instructions on how to process deposition transcripts
• Represent Veritext as a SPOC along with Account Executive for all scheduling, transcripts, standing orders, etc for the large cases they are responsible for

Who you are:

• 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.

Benefits:

• Competitive compensation and total rewards package
• Comprehensive medical, dental and vision insurance
• Hybrid work structure (two days in the office, three days working remotely)
• Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)
• Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
• Matched 401(k) to help you save for your future
• Pet insurance to help your pet(s) live a long and happy life
• Flexible Spending Accounts (healthcare, dependent care, transit & parking)
• Company-paid life insurance as well as short-term and long-term disability insurance
• Learning and development opportunities to advance both personally and professionally
• Veritext Summer Camp – a fun-filled culture building and learning experience
• Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!

Compensation Disclaimer:

The compensation range noted above represents the expected base pay compensation range for this role. Ultimately, a number of factors including, but not limited to, your prior job-related knowledge and experience, geographic location, and qualifications will be considered when determining your pay and we may pay more or less than the posted range.

EEO/DEI Statement:

Veritext is committed to cultivating a vibrant community based on collaboration, innovation, creativity and belonging where every individual, regardless of background, identity, or experience, feels valued, respected, and empowered. At Veritext, these differing perspectives are not only accepted but celebrated. We embrace diversity, equity and inclusion and aim to employ qualified individuals of the greatest ability without discriminating based on race, color, religion, national origin, age, sex, physical or mental disability, medical condition (including pregnancy), gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected group status. Simultaneously, our dedication to sustainability, transparency, responsible environmental stewardship, and meaningful social engagement aims to create long-term value for our employees, clients, partners, and communities while contributing to a more resilient and equitable future.