Case Manager

Overview 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 (California Region) , it is your duty to ensure that our clients receive excellent service, as their designated point of contact. This role is hybrid, reporting to the Los Angeles office or Costa Mesa office. Responsibilities 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 the role Take ownership of your work; follow-thru until final resolution 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 (e.g., 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; support them proactively Track incidents according to protocol Proactively track assignment deadlines and follow up with reporters and vendors to ensure timely delivery to clients Ensure that all Vision entries (standing orders, notes, etc.) are clear, concise and consistent with client specifications Encourage use of and manage all aspects of MyVeritext, including setting up user IDs, establishing security rights and training users on features Ensure coverage for all urgent after-hour requests that require immediate assistance 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 relevant tools and present solutions and ideas Assist clients with scheduling and preparing confirmation letters, notices of mediations, Mediator’s Reports to Courts Represent Veritext as a single point of contact along with Account Executive for all scheduling, transcripts, standing orders, etc., for large cases Qualifications 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, 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 Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc. Participate in 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 activities are completed accurately and timely Be an active participant 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 Fulfill client requests timely and appropriately Take appropriate action to resolve issues and/or escalate as needed; coordinate with applicable departments to ensure prompt resolution Be proactive in communications with clients, back office staff, sales and vendors Respect reporters, mediators, and other team members as key members of the Veritext team Track incidents according to protocol Ensure coverage for urgent after-hour requests and communicate promptly 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 Healthy work-life balance: hybrid work structure, paid time off, Paid Parental Leave, tuition reimbursement and more Employee equity and referral programs Extensive mental health and wellness benefits to support personal and professional well-being Matched 401(k) to help you save for your future Veritext Cares: commitment to making a difference beyond the workplace Earned wage access Learning and development opportunities including ongoing training, mentorship, and resources for growth Engaging, collaborative, inclusive culture with programs like Veritext Summer Camp and Wellness Week About Veritext Veritext is the global leader in technology-enabled court reporting services and litigation support solutions with a track record of industry excellence. We provide access to innovative technologies and remote solutions, a network of reporters and legal videographers, and state-of-the-art conference spaces across North America. Veritext is committed to delivering comprehensive, client-focused legal solutions that address evolving needs. Our solutions utilize easy-to-use technologies to streamline the deposition process and manage complex cases with strong data security, including HIPAA and PII compliance. Veritext aims to create a community based on collaboration, innovation, creativity and belonging. We value diversity of perspectives and experiences and strive for an inclusive environment. 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 law. Any information provided will be used for EEO/Affirmative Action reporting. Completion is voluntary and will not affect your opportunity for employment. About this posting Compensation ranges, when noted, represent the expected base pay for this role. Final pay is determined by factors including experience, location, and qualifications. Veritext participates in E-Verify and will provide Form I-9 information to confirm work authorization in the U.S. #J-18808-Ljbffr Veritext Corp