Provider Success Coordinator

LegalShield; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Provider Success Coordinator to enhance the performance of their law firm network. This role involves coaching and training attorneys, monitoring service-level agreements, and acting as a liaison between the firm and the organization. The ideal candidate will have strong leadership skills, a knack for problem-solving, and the ability to communicate effectively. This position offers a unique opportunity to make a significant impact in a dynamic environment while supporting the growth and success of legal professionals. Join a forward-thinking team dedicated to excellence and member satisfaction.

Qualifications

• 2+ years of law firm or attorney management experience preferred.
• Proven leadership skills and effective communication abilities.

Responsibilities

• Coach and train firms and attorneys on best practices and technology updates.
• Monitor key metrics and ensure compliance with the Code of Conduct.

Skills

Leadership Skills

Communication Skills

Customer Service Skills

Problem-Solving

Time Management

Empathy

Education

Bachelor's Degree

Tools

Microsoft Office

Zoom

Job description

Job Summary:

Operating with a moderate to high degree of independence, the Provider Success Coordinator works with their assigned firms to monitor individual firm Service-Level Agreements, deliver on their individual firm/attorney performance improvement plans, and acts as the liaison between LegalShield and their assigned law firms. The Provider Success Coordinator, working with the Provider Success Director, will identify individual firm and attorney performance targets and develop new and innovative ways to improve firm and attorney performance.

Responsibilities:

Scope of the Role

The Lawyer Services division of LegalShield is tasked with building and maintaining a network of top-performing law firms and lawyers who service our members. The Provider Success Coordinator plays a critical role in ensuring that our network of lawyers is well informed, well versed in all things LegalShield, and focused on the organization's success.

The Coordinator will be responsible for achieving weekly and monthly goals for the Provider Success Team and their assigned law firms.

Operating independently, the Coordinator monitors firm SLA’s, implements performance improvement plans, and acts as a liaison. They will identify performance targets and develop strategies to enhance performance.

The Coordinator must communicate effectively, collaborate, meet deadlines, organize, manage time efficiently, and handle multiple projects autonomously.

Position Responsibilities

Coach and Train

• Coach and train firms, attorneys, and staff on best practices, policies, and technology updates; monitor metrics and evaluate KPIs; guide overall performance.
• Support the implementation of new technology, ensuring it meets business needs.

Monitor

• Identify key metrics, collect data, and recommend improvements across firms and attorneys.
• Conduct scheduled check-ins with firms, document discussions (NPS, callback time, SLA compliance, etc.).
• Ensure productivity and quality goals are met, manage issues, and maintain compliance with the Code of Conduct.
• Oversee management of complaints and member issues, ensuring timely resolution.

Liaison & Advocate

• Support firms and attorneys in servicing members, addressing questions, and resolving coverage, fee, and billing issues.
• Coordinate with Referral Attorney Manager to meet firm needs.
• Review coverage issues and appeals, ensuring proper handling.
• Collaborate with the accounting team on billing issues.
• Support business development initiatives to grow membership.

Other

• Perform other duties as required or assigned.

Education, Knowledge, and Experience

• Bachelor’s degree preferred.
• 2+ years of law firm or attorney management experience preferred.
• 1 year in a leadership role, preferably with LegalShield.
• Solid understanding of LegalShield products and systems.
• Proven leadership skills, team management, and performance development.
• Effective communication, collaboration, and influence skills.
• Ability to maintain confidentiality and handle sensitive legal matters.
• Strong legal, coverage, and fee issue knowledge.
• Empathy and stress management skills.
• Ability to evaluate processes for improvement and support strategic goals.
• Proficiency with Microsoft Office, Zoom, and related technology.
• Strong work ethic, multitasking, problem-solving, and customer service skills.
• Comfort with public speaking and presentations.
• Detail-oriented.

FLSA Status

Exempt

Physical Requirements/Work Environment

• Extended computer work and speaking.
• Sitting for long periods.
• Periodic travel (2-3 times/year) and occasional remote work with travel to the home office.

Reasonable accommodations will be made for individuals with disabilities.

Additional Information:

Location: Remote

Department: 9372 Lawyer Services

Time Type: Full time

Commitment to Equal Opportunity

LegalShield is an equal opportunity employer. We encourage diverse candidates to apply. We prohibit retaliation and provide accommodations for applicants with disabilities. For accommodations, contact Human Resources at [e-mail].