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Client Scheduling Supervisor
Client Scheduling SupervisorVERITEXT LLC • Orlando, FL, US
Client Scheduling Supervisor

Client Scheduling Supervisor

VERITEXT LLC • Orlando, FL, US
26 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

At Veritext, we focus on the details – so legal teams can focus on the case.

About the role :

Manage all aspects of deposition scheduling, creating a positive experience for clients and subcontractors prior to proceeding taking place

What you'll get to do :

  • Understand Veritext products and services, their value and commensurate fees
  • Resolves issues and escalate as needed to ensure prompt and accurate resolution; assist clients in various requests
  • Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
  • Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc.
  • Recommend and implement improvements in process and procedures
  • Understand Company targets and strive to meet and exceed
  • Participate and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc.
  • Be an active participant in the phone queues and / or email
  • Schedule depositions ensuring complete, accurate and consistent information
  • Understand the nuances of depo notices and upload to Vision; be able to discern client needs from notices and react to needed (but not stated) requirements to ensure depo proceeds smoothly
  • Ensure that all cases are handled consistently re : information, reporter teams, dictionaries, etc.
  • Ensure all jobs are accurate and in accordance with Profiles, Case Standing Orders, notes and client specifications; relay these requirements to subcontractors
  • Respond to all client requests received via email and / or phone queue in a timely, pleasant and professional manner
  • Ensure that all jobs are entered, confirmed and covered timely and accurately
  • Fulfill client requests according to Operational Excellence guidelines
  • Ensure that Vision Profiles are accurate and actionable and notes, etc.. are clear and detailed
  • Align correct product / services information including features and benefits to client needs
  • Know all aspects of myVeritext and encourage client usage
  • Treat all Veritext Intra-Company jobs consistent with Veritext standards
  • Assign appropriate resources (reporters, videographers, interpreters) with technology to match client needs on jobs when necessary
  • Understand financial implications of vendor assignments as it relates to a specific job (i.e. understand payment structure, locate affordable meeting rooms, etc..)
  • Build and maintain relationships with and provide support to reporters, agencies, videographers, interpreters, etc. and all other outside vendors, as applicable
  • Provide assistance to court reporters, videographers, as applicable (i.e., directions, my steno machine is broken, legal issues, etc..); escalate to appropriate Veritext colleague if necessary
  • Encourage subcontractor portal use and be completely knowledgeable of all features
  • Proactively track assignment deadlines and follow up with reporters and vendors to ensure timely delivery to clients
  • Notify reporters of dailies, expedites, etc.. when necessary
  • Follow incident procedure to ensure client satisfaction and staff development

Key Responsibilities

  • Oversee and quality control the calendar department as they :

    • Schedule proceedings in Vision by way of incoming phone call, email through Front, or Vision Workflow with autogenerated scheduling via Snap Scheduling or MyVeritext

    Ensure complete, accurate and consistent information

  • Follow Standard Data Entry Rules
  • Understand Location of all parties and how all parties will connect to deposition, whether in person, remote or a combination of the two.
  • Monitor and assign phone volume, performance and readiness of regional calendar associates
  • Communicate Operational Excellence goals to members of calendar team with regards to Notice Entry, Phone Calls answered and Front Email conversations
  • Track Operational Excellence metrics and communicate with team on performance
  • Closely monitor Case set-ups and assignments and enforce Profile and Case Standing order entry and compliance by members of the calendar team
  • Train and educate calendar department on Order Entry for services, including but not limited to :

    • Court Reporter and / or Videographer

  • Remote or in-person locations and the appropriate services that go with each
  • Exhibit management requirements
  • Communicate professionally with clients, subcontractors and staff to ensure proper execution of all aspects of upcoming jobs are met
  • Master new procedures and training guidelines; offer assistance and mentorship to Calendar team members by communicating via 8x8 chat, holding weekly check-ins and in person assistance
  • Act as an escalation point of contact within the team for client issues
  • Exhibit an advanced knowledge and familiarity with client and reporter questions and be able to independently solve more complex scheduling questions
  • Assist in development and planning of training and support to new staff members on calendar specific tasks
  • Work directly with Calendar Manager to create optimal workflow, schedules and collaboration between calendar department
  • Assist in regional and national projects for developing best practices in calendar related activities

    • The kind of teammate we’re looking for :

  • 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 role
  • Take ownership of your work; follow-thru until final resolution
  • Proficiency in MS Office required
  • Proficiency in relevant software packages and applications
  • Must possess excellent written and verbal communication skills
  • Customer service oriented with strong interpersonal skills
  • Dedicated professional with the ability to respond to requests promptly and accurately
  • Must be detail oriented, organized and be able to multi-task
  • Proactive and motivated with strong problem solving and follow up skills
  • Must be able to work both independently and with a team

    • What’s in it for you :

  • Competitive compensation and total rewards package
  • Comprehensive medical, dental and vision insurance
  • Hybrid work structure (two days in the office, three days working remotely)
  • Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)
  • Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists / therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
  • Matched 401(k) to help you save for your future
  • Pet insurance to help your pet(s) live a long and happy life
  • Flexible Spending Accounts (healthcare, dependent care, transit & parking)
  • Company-paid life insurance as well as short-term and long-term disability insurance
  • Learning and development opportunities to advance both personally and professionally
  • Veritext Summer Camp – a fun-filled culture building and learning experience
  • Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!

    • About Veritext :

    Veritext is the global leader in technology-enabled court reporting services and litigation support solutions with a proven track record of industry excellence. For law firms, government agencies and enterprise corporations, we provide access to innovative technologies and remote solutions, the highest-quality network of reporters and legal videographers, unmatched expertise in multiparty and complex litigation, unparalleled client service, and state-of-the-art conference spaces across North America.

    Veritext is committed to delivering comprehensive, client-focused legal solutions that address the evolving needs of the legal industry. Our solutions utilize the latest easy-to-use technologies to streamline the deposition process and reliably handle the most complex cases. All of this combined with unsurpassed data security (including HIPAA and PII compliance) ensures that Veritext clients have the best tools available and the confidence of working with the market leader.

    Veritext aspires to create a community based on collaboration, innovation, creativity and belonging. Our collective success depends on the robust exchange of ideas – an exchange that is best when the rich diversity of our perspectives, backgrounds and experiences flourish. To achieve this exchange, it is essential that all individuals and stakeholders feel and experience an environment where they are welcome, safe, secure, and heard. As such, 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 Federal, state, or local law. Any information provided will be used only in the compilation of data for EEO / Affirmative Action reporting. Completion of this data is voluntary and will not affect your opportunity for employment and / or terms or conditions of employment.

    About this posting :

    Compensation ranges, when noted, represent the expected base pay compensation range for this role. Ultimately, a number of factors including, but not limited to, your prior job-related knowledge and experience, geographic location, and qualifications will be considered when determining your pay and we may pay more or less than the posted range.

    If you need an accommodation for any part of the applicant process because of a medical condition or disability, please send an email to people@veritext.com or call a member of our People Team to let us know the nature of your request.

    Please be aware of fraudulent recruiting activities. Veritext will only contact candidates through official @veritext.com email addresses. We will never ask for sensitive personal information or payments during the hiring process. If you are ever unsure

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