Panel Representative

MetLife Legal Plans; Cleveland (OH); On-site; USD 43,000 - 58,000; Full time

Benefits offered by this job

Two Healthcare Insurance options (PPO/

HSA with employer contribution

Dental and Vision Insurance

401(k) plan with company contribution

PTO program with 23-39 days annually

Job summary

MetLife Legal Plans is seeking a Panel Representative at our Ohio Headquarters in Cleveland to manage our network of attorneys and ensure high-quality legal services for members. You will build relationships with PLFs, train attorneys on MLP policies, and monitor billing practices and claims handling to maintain compliance.

The role emphasizes effective communication, confidentiality, and teamwork in a fast-paced environment with a focus on member satisfaction and attorney network performance.

Qualifications

• Excellent verbal and written communication skills.
• Strong time management and prioritization abilities.
• Discretion with sensitive information and documents.
• Detail-oriented with ability to handle high-volume workload.
• Team-centered and collaborative mindset.

Responsibilities

• Develop relationships with PLFs and Panel Attorneys.
• Train attorneys on MLP policies and billing procedures.
• Review coverage issues and assist with documentation for decisions.
• Serve as a resource on coverage, billing, and client service questions.
• Analyze member inquiries and resolve issues while maintaining records.
• Identify areas for recruiting and improve attorney network performance.
• Resolve billing issues and facilitate extraordinary fees compliantly.
• Assist members in locating counsel for personal matters.
• Monitor service levels and escalate concerns when needed.
• Collaborate with Plan Administration and internal partners to resolve issues.

Skills

Verbal communication

Written communication

Time management

Confidentiality

Detail oriented

Team player

Education

Bachelor's degree

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Ohio Headquarters, Cleveland, OH, US

Salary Range: $43,260.00 To $57,500.00 Annually

A day in the life of a Panel Representative at MetLife Legal Plans:

Panel Representatives are responsible for helping to manage our network of attorneys to ensure that they provide the highest quality legal services to clients.

Responsibilities:

• Developing relationships with PLFs and Panel Attorneys
• Conducting training with Panel Attorneys regarding MLP’s policies and procedures for providing legal services to members and working with MLP, directing and managing their billing practices and claims handling, monitoring them for accuracy and compliance, and making corrections and providing retraining when necessary.
• Reviewing and evaluating coverage issues, including the review of legal and supporting documentation, when necessary, to assist PLFs in resolving any coverage issues, and escalating questions to Team Leads and Attorney Network Manager(s) or AVP Attorney Network & Claims Management for assistance and guidance where necessary.
• Serving as a resource for PLFs to provide assistance and guidance regarding coverage questions, billing and payment issues, and client service issues.
• Analyzing client/member inquiries and complaints, work with members and PLFs to address and resolve any issues and maintain business records regarding same.
• Evaluating members’ access to Panel Attorneys and working with the Panel Management Recruiting and Training Specialist to identify areas where additional recruiting of may be necessary.
• Investigating and resolving billing issues, payment requests, audit issues, and other inquiries initiated by Panel Attorneys.
• Facilitating Panel Attorneys’ requests for extraordinary fees and ensuring they comply with MLP’s policies regarding fees and billings.
• Working with members to assist them with resolving escalated coverage questions and help them to locate counsel to handle their personal legal matters.
• Evaluating, on a continuous basis, the level of service provided by Panel Attorneys to our members, and escalating any concerns regarding service or other issues to Attorney Network Manager(s) or the AVP Attorney Network & Claims Management as necessary.
• Working with Plan Administration to address and resolve any sponsor inquiries or issues regarding the network.
• Teaming with Internal Partners to address any issues with attorneys regarding billings, audits and payment.
• Assist with onboarding and training new team members.
• Contributing to special projects to increase departmental efficiency.
• Supporting other internal departments to ensure client satisfaction, assisting with benefit fairs and departmental projects.
• Other duties as assigned.

Required Qualifications:

• Exceptional verbal and written communication.
• Ability to maintain self-structured time management and prioritize tasks.
• Ability to express empathy to help resolve stressful situations in a calm and positive way.
• Proficient with Microsoft systems.
• Ability to maintain confidentiality of sensitive situations and documents.
• Detail-oriented and well-organized, with the ability to handle a high-volume workload.
• Ability to thrive in a team-centered environment.

Preferred Qualifications:

• Bachelor’s degree from an accredited university preferred.
• Previous experience in the legal field or relationship management.
• Knowledge of the legal services industry and products.
• Experience with enforcement of and compliance with company policies.
• Aptitude for investigating and resolving conflicts.

Travel: This position does not require travel.

No Travel Required for this position.

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:

• Putcustomersfirst
• BetheBest
• Makethingseasier
• Succeed together

Anticipated application close date is 9/15.

Benefits snapshot.

• Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution)
• Dental and Vision Insurance
• 401(k) plan with company contribution and free access to financial advisors
• Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires*
• Free Aura® Identity Theft & Fraud Protection
• Free access to the MetLife Legal Plans benefit
• Company-paid Short- and Long-Term Disability
• Corporate discounts
• Market-competitive salaries with annual bonus eligibility
• Nine company-paid holidays
• Paid parental leave
• Parking or RTA subsidy for Cleveland employees
• Pet Insurance
• Tuition Reimbursement Program
• Voluntary Accident and Critical Illness Insurance
• Volunteer Day
• Robust Employee Assistance Program (EAP)
• Financial wellness tools, education, and coaching

*PTO is prorated during an employee's first year of employment based on their hire date. Employees hired in the first quarter of the year receive 18 days of PTO, those hired in the second quarter receive 16 days, employees hired in the third quarter receive 9 days, and those hired in the fourth quarter receive 7 days. PTO is awarded at the time of hire and then moves to the standard annual accrual schedule beginning January 1 of the following year

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.

MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us [e-mail] . This information will be held in confidence and used only to determine an appropriate accommodation for the application process.