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Client Experience Manager – Quality Assurance
McAngus Goudelock & CourieClient Experience Manager responsible for quality assurance in a civil litigation firm. Conducting audits, implementing improvements, and facilitating training programs within the firm.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
internal auditsqualitative auditingclaims handlingclaims managementlitigation managementprocess improvementsreport preparationclient guideline interpretation
Soft Skills
attention to detailanalytical skillsorganizational skillscommunication skills
Tools & Technologies
AderantProLawBillBlaste-billing systems
Certifications & Qualifications
Bachelor's degree
Industry Keywords
insurance claimsquality control programlaw firm clients
About the role
Key responsibilities & impact- Complete internal audits to ensure qualitative file handling consistent with firm protocols and client expectations
- Prepare reports of audit findings
- Identify opportunities for education and improvements
- Participate in the implementation of process improvements and presentation of training programs related to the firm’s quality control program
- Contribute to the evolving development of the firm’s quality control program
- Evaluate, interpret and understand client guideline requirements
- Provide assistance in the coordination and organization of audits conducted by firm clients
- Understand and utilize firm systems including, but not limited to, Aderant, ProLaw, BillBlast, etc.
- Understand and utilize client e-billing systems as needed
Requirements
What you’ll need- Bachelor's degree and 7+ years of related work experience
- Insurance claims handling and qualitative auditing experience is required
- Insurance claims auditing of law firm clients from the insurance company side is preferred
- Attention to detail
- Strong analytical skills
- Thorough understanding of claims and litigation management process
Benefits
Comp & perks- Comprehensive health insurance and benefits package
- Casual dress code
- Mental health support resources
- Employee resource groups dedicated to promoting Diversity, Opportunity and Inclusion