Account Manager

Customer Service Representative / Account Manager

Addison Group is seeking a Customer Service Representative / Account Manager to support client accounts during a maternity leave coverage assignment. This role will manage a portfolio of legal clients, oversee case status updates, and ensure high-quality service delivery throughout the lifecycle of each request.

The ideal candidate thrives in a high-volume, detail-driven environment and is comfortable communicating with legal and medical offices.

Key Responsibilities

• Manage a portfolio of client accounts and oversee active case workflows
• Provide bi-weekly updates to clients regarding case progress and outstanding items
• Proactively reach out to clients to clarify requests or resolve potential issues
• Process and monitor client service orders to ensure timely completion
• Verify identity and authorization documentation for medical record requests
• Respond to inbound client inquiries via phone and email within the same business day
• Communicate with legal and medical offices regarding record retrieval and case status
• Identify and troubleshoot service concerns, determining appropriate resolutions while maintaining detailed documentation
• Maintain strict confidentiality standards and ensure compliance with applicable privacy laws and HIPAA regulations
• Escalate significant client concerns or service trends to management when necessary
• Ensure all internal policies and external legal requirements are followed in handling sensitive information

Qualifications

Experience:

• 3+ years of high-volume client communication or customer service experience
• Background in legal, consulting, or business services environments preferred
• Experience as a customer service representative, legal administrative assistant, or paralegal is a plus

Technical Skills:

• Proficiency in Microsoft Outlook and Word
• Experience with Adobe Acrobat
• Comfortable navigating Windows-based systems and web platforms

Soft Skills:

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Ability to prioritize multiple active cases
• Team-oriented mindset with strong problem-solving skills

Education:

• High School Diploma required

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.