Attorney Network Manager

MetLife Legal Plans is currently hiring an Attorney Network Manager for our growing Panel Management Department.

This individual will work a hybrid schedule out of our Cleveland, OH office, with roughly two days per week in our office and three days a week remote.

This individual will report directly into our Assistant Vice President of Attorney Network & Claims Management.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

A day in the life of an Attorney Network Manager at MetLife Legal Plans:

The Attorney Network Manager is responsible for delivering on our mission of developing, managing, and supporting our attorney panel to provide high-quality legal services to our members. You will lead a team of Panel Representatives and collaborate with the Claims Management team to provide our members and attorneys with a good end-to-end experience of working with MLP. The Attorney Network Manager will be responsible for managing and delivering on MLP’s growth and departmental service level goals.  This position is also responsible for meeting the performance targets of the Panel Management team and is a key leader in developing new and innovative ways to improve the attorney experience and meet all operational goals.

Responsibilities 

• Oversee daily operations of the Panel Management team operations and maximize performance.
• Ensure proper staffing needs are met for all positions, including the management of scheduling, PTO, and attendance.
• Ensure effective performance management within the Panel Management Team
• Manage team performance and ensure team members are meeting productivity and quality metrics, service level agreements and MLP expectations and manage any issues.
• Ensure that the Company’s Code of Excellence standards are practiced and maintained.
• Work with team to manage attorneys to meet our service expectations and requirements, monitor network to ensure compliance and address any issues with attorneys.
• Provide attorneys with the support they need to service our members and address all coverage, fee, billing and other questions and issues with attorneys in a timely manner to maximize attorney NPS.
• Oversee management of complaints, inquiries, and other client issues to ensure they are resolved appropriately and in a timely and efficient manner.
• Manage the review of coverage issues and appeals and ensure proper handling.
• Work with the Claims Management Team to understand and evaluate any billing issues and ensure they are addressed with attorneys.
• Work with Attorney Recruiting to identify panel access and sufficiency needs.
• Identify key metrics and collect data to make effective decisions related to panel attorneys and the Panel Management team.
• Make recommendations regarding how to best use technology to optimize employee, attorney, and client experiences.
• Support implementation of new technology and ensure it meets business needs.
• Maintain a working relationship with CWA 4340 and collaborate with MLP Leadership and outside counsel on contractual matters. 
• Support business development activities and initiatives to achieve MLP growth goals.
• Other duties as required or assigned. 

Minimum Qualifications for consideration:

• Demonstrated ability of leading a team, managing performance, and effectively developing team members to achieve goals 
• Bachelor’s degree from an accredited university
• Proficiency with internal systems and databases, including Cisco, Finesse, i5 and the i5 apps, and Microsoft Office products including Teams, Excel, and Power Point
• Cross-functional collaboration skills
• Success as a leader who can create and maintain a culture of empowerment, development, ownership, and accountability.
• Effective communication, collaboration, and influence skills; able to drive focus.
• High level of confidentiality to handle sensitive/confidential situations and documentation
• Ability to communicate effectively with attorneys and customers about sensitive legal matters.
• Strong understanding of legal, coverage and fee issues
• Ability to express empathy and resolve stressful situations in a calm and positive manner.
• Ability to evaluate processes and systems to create opportunities for change and support the company’s strategic plan.
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload.
• Ability to analyze and solve problems, perform complex tasks, and prioritize independently.
• Excellent customer service skills
• Display a positive, motivating attitude and flexibility.

Ideal Qualifications for consideration:

• J.D. from an accredited law school 
•  5+ years’ experience as a practicing attorney 

What Will Make You Stand Out:

• Preferred 2 years+ of Provider Relationship Management experience.
• Ability to prioritize and execute project plans
• Ability to effectively communicate with cross-functional departments, upper-level executives, senior management, etc. 
• Client focused mindset with the ability to tackle issues and resolve problems 
• Analytical and data-driven mindset
• Get-it-done mentality

Travel: 

• This position may require up to 10% travel. 

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.