Home » Uncategorized » Time Management for Client Liaisons: The Key to Good Customer Service

Time Management for Client Liaisons: The Key to Good Customer Service

RSS Callagy Law Tumblr

The foundation for being a successful client liaison is effective time management.  When client liaisons understand how long a task should take, they can manage their own schedule efficiently and better manage the client’s expectations.

At the start, it is important to understand that client liaisons have a great deal of independence. Much of their time is spent in the field, because the role primarily involves hands-on interaction at the client’s location.   Liaisons are free to make their own schedule, and rightfully so, because only the liaison knows the schedules, workflows, and logistical preferences of the medical practices they service.  Accordingly, the ability to manage time effectively is not only important, but is fundamental to the role.

Client Liaisons are the bridge between the Law Firm and the provider’s medical facility, with the responsibility to keep the provider informed and updated about all their files, and to give the provider a sense of assurance that they are being serviced effectively.  However, spending too much time servicing a provider can be as detrimental to a liaison’s performance as spending too little time.

The goal is to “pull” all the files that can be pulled as soon as possible, which means liaisons must have a good sense of how many files a particular provider generates each month, how much time is needed to work the files, and how often to visit to make sure those files are pulled.  The goal is to exhaust the provider’s monthly universe of files.  Every provider is different in terms of the number of files they generate, the nature of the files they generate, and the logistics of working those files.  Client liaisons need to determine the optimum amount of time to spend with each provider.  This optimization process benefits both the provider by identifying as many good claims as possible as quickly as possible, as well as the Law Firm by maximizing the business brought in to the Law Firm from that provider.

At the same time, the liaison must be careful about not neglecting smaller providers.  The liaison must be sensitive to the smaller provider’s needs and grant the smaller provider sufficient enough time and attention to feel like they too are important to the Law Firm.  A visit once per month might still only generate a small handful of files, but it might be necessary for effective customer service.

Effective time management is the key to this process.  Of course, there are other elements a liaison must bring to the job—communication skills, knowledge of the client’s needs, responsiveness—but without good time-management skills a liaison will not perform well, regardless of how skilled the liaison is in other areas.

Original Post:

http://callagylaw.com/time-management-client-liaisons-key-good-customer-service/

For more information please visit:

www.callagylaw.com

www.callagycounsel.com

You may also be interested in reading our latest blog posts!

http://callagylaw.com/first-amendment-work-unicorns-tale/

http://callagylaw.com/the-role-of-medical-documentation-in-new-jersey-pip/

http://callagylaw.com/perfect-pip-file-need-want/

Advertisements

Leave a Reply

Please log in using one of these methods to post your comment:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: