Representative, Special Resolutions

Libra Solutions is seeking a highly responsive and goal-oriented Representative to join our Special Resolutions Team . This 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. Essential Functions Manage a portfolio of customer cases Maintain communication with law firms, medical providers, and insurance carriers to manage medical billing inquiries and track case progress Negotiate case resolutions by adapting strategies to unique circumstances of each case while collaborating with law firms, medical providers, clients, and insurance carriers Meeting customer experience and financial performance targets Ensuring service levels and performance metrics (SLAs) are met Qualifications High School diploma or GED required Minimum of 2 years of experience in an office or contact center environment Experience in Healthcare, Legal, Insurance, or Financial Services Industries, with specific experience in personal injury cases, including medical knowledge and claims law Strong ability to leverage technology and data‑driven insights to support decision‑making and process improvements Skilled in developing and executing win/win negotiation strategies, considering a broad range of factors Excellent verbal and written communication skills, with the ability to collaborate effectively with team members, attorneys, and medical providers Self‑motivated, relationship‑focused, and goal‑oriented Adaptable to change, able to pivot between tasks and evolving processes efficiently Capable of working quickly and accurately under tight deadlines Able to operate effectively in a continuously evolving environment Must be able to work in‑office Mon‑Fri in our Las Vegas office. Location: Las Vegas, Nevada office. We 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 Libra Solutions