Work From Home South Africa Client Concierge/Intake Job Vacancy for Robinson & Casey PLLC | R12999 p/m

The Client Concierge is a non-attorney who handles client intake, client case management, professional referent communication and treatment facility communication at Robinson and Casey PLLC (the “Firm”). The primary function is to provide exceptional customer service to potential clients, retained clients, families, professional referents and treatment facilities.

Responsibilities:

1. In accordance with the ethical rules governing lawyers, the Client Concierge will not provide legal advice, quote a fee (however, the Client Concierge may share a fee that has been determined by the Firm), or enter an engagement with a client. The Client Concierge will prepare prospective clients for entering an engagement with the Firm by obtaining the client’s signature and then receiving an attorney’s approval.

2. The Client Concierge will conduct initial meetings with prospective new clients (PNCs) for the purpose of understanding and documenting the client’s needs and explaining the services offered by the Firm. Based on the gathered PNC’s information, the Client Concierge will make the determination if the PNC is viable for the Firm and if so, will schedule a follow-up meeting with one of the Firm’s Partners and will provide a thorough download of the client facts to the Partner who is scheduled for the follow-up meeting. The Client Concierge will also ensure that all methods of communication are utilized when a PNC calls the Firm and is looking for return communication (includes phone call, text, e-mail, leaving a voicemail, etc.).

3. The Client Concierge will oversee the client onboarding process:

a. Create the Engagement Agreement and accept payment, interacting with the attorney for acceptance of the contract.

b. Send emails to appropriate parties within the Firm to start a new case.

c. Follow up with clients 5 days after being hired and verify that the Firm’s legal production team meets all the expectations of the client.

d. Follow up with clients 15 days after being hired to ensure they receive exceptional client support and answer any of their current concerns. If there are any concerns expressed, the Client Concierge is responsible for notifying the attorney assigned to the case.

e. Follow up with clients 40 days after being hired and provide any feedback to the attorney assigned to the case.

f. Follow up with clients 60 days after being hired and provide any feedback to the attorney assigned to the case.

g. Follow up with the clients 80 days after being hired and provide any feedback to the attorney assigned to the case.

h. This cycle repeats if a Petition for Extension is filed. 5 days following the entry of the Order, then 15 days, then 40 days, then 60 days, then 80 days, for every extension thereafter.

4. The Client Concierge will stay in contact with PNCs who do not appear for their consultation, and PNCs that do not sign up after their initial consultation to keep the door open for them to come in when they are ready.

5. The Client Concierge will keep detailed records about the number of PNCs that contact the Firm, the number that are scheduled for initial consultation, come in for initial consultations, the number that engage the firm, and other associated metrics (referral source, average case value, etc.).

6. The Client Concierge will ensure that every case has an attribution of the proper referent, referent company, online source, etc. The Client Concierge should then make sure to contact the referent and coordinate any needs of the referent associated with the referral to ensure proper communication and collaboration. Any staff assigned to work with the PNC or client should be made aware of the referent. There should not be any missing referent data in the file.

7. The Client Concierge will work in collaboration with the Firm’s legal production team to ensure that communication stays consistent and continuous with the client, professional referent and treatment facility. Please refer to the client handbook for further information and clarification.

8. The Client Concierge will be the primary point of contact for Marchman Act extensions and will act as the communicator and coordinator between the Firm’s legal production team, the Firm’s billing team, the client, professional referent and treatment facility.

9. The Client Concierge will be the initial point of contact for all client issues that may arise and will escalate the client issue to the Firm’s leadership team if resolution cannot be completed by the Client Concierge.