Representative, Special Resolutions

Representative, Special ResolutionsThis role requires an energetic and driven professional who can positively impact both financial outcomes and customer experience.The Representative, Special Resolutions will assess complex cases and collaborate with law firms, medical providers, and insurance carriers to achieve mutually beneficial resolutions. The ideal candidate demonstrates strong decision-making skills and consistently delivers results aligned with targeted performance goals.This individual will serve as a subject matter expert in customer and partner experience, operational performance, negotiation, and collections strategies. They will also help implement performance improvement initiatives that support team and organizational objectives.In this role, the candidate will manage a dynamic portfolio of assigned cases, provide coverage for team members during absences, and deliver exceptional customer service while meeting established performance metrics.The successful candidate will possess experience working with personal injury cases and demonstrate strong negotiation skills, contract knowledge, and excellent verbal and written communication abilities. The ideal candidate is also forward-thinking, strategic in their approach to problem-solving, and capable of navigating complex case dynamics to achieve effective resolutions.This position is currently based in our Huntersville, NC office, but we will be relocating to a Charlotte, NC location by the end of summer 2026.Essential FunctionsManage a portfolio of customer casesMaintain communication with law firms, medical providers, and insurance carriers to manage medical billing inquiries and track case progressNegotiate case resolutions by adapting strategies to unique circumstances of each case while collaborating with law firms, medical providers, clients, and insurance carriersMeeting customer experience and financial performance targetsEnsuring service levels and performance metrics (SLAs) are metQualificationsHigh School diploma or GED requiredMinimum of 2 years of experience in an office or contact center environmentExperience in Healthcare, Legal, Insurance, or Financial Services Industries, with specific experience in personal injury cases, including medical knowledge and claims lawStrong ability to leverage technology and data-driven insights to support decision-making and process improvementsSkilled in developing and executing win/win negotiation strategies, considering a broad range of factorsExcellent verbal and written communication skills, with the ability to collaborate effectively with team members, attorneys, and medical providersSelf-motivated, relationship-focused, and goal-orientedAdaptable to change, able to pivot between tasks and evolving processes efficientlyCapable of working quickly and accurately under tight deadlinesAble to operate effectively in a continuously evolving environmentMust be able to work in-office in Charlotte, NCBenefitsWe believe taking great care of our customers starts with taking great care of our people. That's why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.J-18808-Ljbffr