Position Overview We are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner. Key Responsibilities - Own the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues. - Work alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business - Work closely with Support to develop training and knowledge base materials aimed at preventing future escalations. - Communicate regularly with customers, providing transparent updates and managing expectations. - Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded. - Ensure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA,) - Ensure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems - Collaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances - Assist with additional support-related escalations in which a customer threatens to quit Required Qualifications - 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations - Understanding of EHR software and healthcare industry regulations is a plus - Excellent verbal and written communication skills. - Ability to handle difficult conversations with professionalism and empathy. - Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar). - Strong problem-solving and negotiation skills. - Detail-oriented with strong organizational skills. Benefits for full time domestic employees - Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options - Basic term and optional term life insurance - Short-term disability (paid for by the company) and long-term disability - 401(k) and employer-matched retirement plan - Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all) Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA Note this is an individual contributor role and does not include managing personnel. Role fully remote. Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

• Provide support and assistance to the General Counsel by reviewing cases, complaints and summons • Assist in all phases of preparation to file litigation/arbitration • Organize, review and handle various legal correspondence • Prepare, edit, and proofread documents and correspondence for accuracy • Collaborate with other departments for legal and compliance matters • Assist with communications and coordinating responses to inquiries • Draft briefs, motions and discovery templates

Description Description Keches Law Group, P.C. is a well-established, 50 attorney law firm with offices in Milton, Bridgewater, and Worcester, practicing in the areas of workers' compensation, personal injury, and medical malpractice. We are seeking a highly motivated REMOTE Paralegal/Client Negotiator to join our team. The mission of the Paralegal/Client Negotiator is to assist and drive negotiations and case management to get clients the maximum payout for their cases within practicable timeframes, while maintaining a reasonable allocation of time to meet case load demands, as well as providing excellent customer service that keep our clients happy and satisfied. Responsibilities: - Review the case records: medical records, pictures, police reports, income statements, etc. - Analyze records to come to proper demand for settlement. - Write demand letters and other correspondence. - Make calls to adjusters to negotiate claims. - Communicate to the client while providing exceptional customer service. - Updating clients regularly as to the status of their case. - Process the necessary paperwork to accept settlement: release, negotiation and satisfaction of medical liens, and the distribution of funds. - Prioritize work based on a case list. - Respond to emails, calendars, etc. - Update Litify (Sales Force) case management. Requirements Qualifications: - Experience with the insurance claims process in general (claims adjuster/settlement analyst) is a strong preference. - Ability to read and understand medical records. - Ability to build quality arguments via writing and verbal communication. - Ability to analyze reports/records and make accurate conclusions based on these reports. - Ability to focus in depth on each case, while handling multiple cases throughout the day. - Ability to organize and prioritize an extensive case load. - Excellent communication skills: verbal and written communication. - Attention to detail. - Self-direction, process oriented. - Experience in documentation, review, and analysis of electronic documents - Comfortable with technology, especially around case, customer, and project management. Required Education and Experience: - Bachelor’s degree is preferred - 5+ years of prelitigation/paralegal / legal or insurance case management Office Schedule - Monday – Friday - 8:30am - 5:00am (EST) The anticipated salary range for this position, which we in good faith expect to pay at the time of posting, is $60,000 - $80,000 per year. This range allows us to make an offer that reflects multiple factors, including experience, education, qualifications, and job-related knowledge and skills, as well as internal pay equity. It’s not typical for an individual to be hired at or near the top of the range, as we strive to provide room for future and continued salary growth. Base pay is just one component of our Total Rewards package, which may also include discretionary bonuses, commissions, or other incentives depending on the role. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role, however the employee may at times be required to sit; stand; walk; use hands to handle or feel; and reach with hands and arms. The employee must occasionally lift or move office products and supplies, up to 20 pounds. AAP/EEO Statement Keches Law Group is an equal opportunity employer. Keches Law Group does not discriminate based on race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law. Keches Law Group complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Role Description The NY Workers’ Compensation Group in our Woodbridge, NJ, Office is looking for a Workers’ Compensation Paralegal to join our growing team. - Discovery demands and responses. - Work with medical providers and obtain medical records. - Work with experts and schedule IMEs. - Inspections and other expert discovery. Qualifications - A high school diploma or GED required; Paralegal Certificate preferred. - Must have experience handling Workers Compensation files; Defense experience preferred. - 1-2 years of prior paralegal work experience preferred. - Proficiency in Microsoft Office 365, ProLaw, Excel, and e-document management software preferred. - Must be a self-motivated independent thinker with excellent time management skills. - Strong organizational skills and outstanding communication skills. - Ability to work as a team member in a high-volume fast-paced work environment. Benefits - Comprehensive medical, dental, and vision insurance. - Matching 401(k). - Paid time off. - Mentorship opportunities. - Collaborative and welcoming work environment. - Work-Life balance. Company Description Cipriani & Werner is a multidisciplinary law firm. We have long been recognized as a firm that seeks to understand the needs and interests of our clients. From that point forward, we strive to deliver results that are expected by our clients.