Case Manager - Philadelphia, PA, US

At Veritext, we focus on the details – so legal teams can focus on the case. · About the role: · Our clients count on us to make the legal process seamless and efficient from scheduling court reporters and legal videographers to ensuring transcripts are delivered on time and flaw ...

Job description

At Veritext, we focus on the details – so legal teams can focus on the case.

About the role:

Our clients count on us to make the legal process seamless and efficient from scheduling court reporters and legal videographers to ensuring transcripts are delivered on time and flawlessly accurate. As a Case Manager (Mid-Atlantic), it is your duty to ensure that our clients and receive excellent service, as their designated point of contact.

What you'll get to do:

• 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

The kind of teammate we're looking for:

• 3+ years of related experience
• 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
• 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

What's in it for you:

• Competitive compensation and total rewards package including comprehensive medical, dental and vision insurance as well as company-paid life insurance, short-term and long-term disability insurance
• Fully Remote role (with the need to report to Philadelphia 1 time per month)
• Healthy work-life balance: hybrid work structure, paid time off, Paid Parental Leave, tuition reimbursement and more
• Employee equity and referral programs: when we succeed, you succeed
• Extensive mental health and wellness benefits – to help you feel your best and thrive personally and professionally
• Matched 401(k) to help you save for your future
• Veritext Cares: our commitment to making a difference beyond the workplace, supporting local causes and paying it forward to the communities we live and work in
• Earned wage access: get a portion of the wages you earned prior to payday
• Learning and development opportunities including ongoing training, mentorship, and access to resources that support your personal and professional growth
• Engaging, collaborative, inclusive culture that values curiosity, initiative, and creativity with unique programs like Veritext Summer Camp and Wellness Week– because work should be rewarding and fun

About Veritext:

Veritext is the global leader in technology-enabled court reporting services and litigation support solutions with a proven track record of industry excellence. For law firms, government agencies and enterprise corporations, we provide access to innovative technologies and remote solutions, the highest-quality network of reporters and legal videographers, unmatched expertise in multiparty and complex litigation, unparalleled client service, and state-of-the-art conference spaces across North America. 

Veritext is committed to delivering comprehensive, client-focused legal solutions that address the evolving needs of the legal industry. Our solutions utilize the latest easy-to-use technologies to streamline the deposition process and reliably handle the most complex cases. All of this combined with unsurpassed data security (including HIPAA and PII compliance) ensures that Veritext clients have the best tools available and the confidence of working with the market leader.

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.

About this posting:

Compensation ranges, when noted, represent 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.

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.