Role Description Modern Family Law, a boutique law firm specializing in Family Law, is seeking a detail-oriented and proactive Client Portal Support Specialist with strong Salesforce support experience to join our team. This role is responsible for managing and resolving support tickets related to our client portal and Salesforce-integrated systems, ensuring a smooth and efficient experience for our clients. The ideal candidate is a strong problem-solver who can: - Troubleshoot user issues - Manage support workflows - Track support trends and metrics - Collaborate cross-functionally with technical and operational teams Key Responsibilities - Monitor, manage, and respond to incoming client portal and Salesforce-related support tickets - Troubleshoot user issues related to portal access, Salesforce functionality, permissions, workflows, and system performance - Resolve support requests efficiently while maintaining a high level of customer satisfaction - Triage and prioritize tickets based on urgency, business impact, and client needs - Support Salesforce users by assisting with account access, profiles, permissions, reporting issues, and workflow troubleshooting - Track, maintain, and monitor support cases to ensure timely resolution and adherence to service expectations - Maintain accurate case documentation, statuses, notes, and follow-up actions within Salesforce or ticketing systems - Generate and provide regular reporting on support case volume, trends, resolution times, recurring issues, and team performance metrics - Analyze support data to identify recurring issues, process gaps, and opportunities for operational improvements - Identify and document Salesforce-related bugs, configuration issues, and enhancement requests - Delegate or escalate issues to appropriate internal teams when necessary - Clearly document issues, resolutions, and workflows for future reference and knowledge sharing - Communicate updates and resolutions to clients in a clear, professional, and timely manner - Assist in maintaining internal knowledge bases, support documentation, and Salesforce support procedures - Collaborate with cross-functional teams to improve system usability, reporting visibility, and support operations Success in This Role Looks Like: - Timely and accurate resolution of client portal and Salesforce support tickets - Clear, professional, and proactive communication with clients and internal teams - Effective prioritization, troubleshooting, and escalation management - Accurate tracking and reporting of support cases, trends, and service metrics - Strong support and adoption of Salesforce processes and workflows - Contribution to improved support operations, documentation, reporting visibility, and client experience - Identification of recurring issues and recommendations for long-term improvements Qualifications - 1–3+ years of experience in a support, help desk, client services, Salesforce support, or case management role - Hands-on experience supporting Salesforce users and troubleshooting Salesforce-related issues - Experience tracking, managing, and reporting on support cases and service metrics - Strong understanding of Salesforce navigation, user management, permissions, and support workflows - Familiarity with reporting dashboards, support KPIs, and case tracking processes - Strong problem-solving and analytical skills - Excellent written and verbal communication skills - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment - Experience working with ticketing systems (e.g., Asana, Jira, Monday.com) - Comfortable collaborating cross-functionally with technical and non-technical teams - High attention to detail and organizational skills - Experience supporting SaaS platforms or web-based applications - Familiarity with Salesforce Service Cloud, Experience Cloud, or client portal integrations - Experience creating or maintaining Salesforce reports and dashboards - Basic technical understanding of web applications, APIs, user permissions, and troubleshooting workflows - Experience with CRM systems and client-facing platforms - Salesforce certifications (e.g., Salesforce Administrator or Service Cloud certification) are a plus - Experience documenting processes and creating support knowledge base articles Requirements - Ability to communicate professionally and interact effectively with employees, managers, leadership, attorneys, support staff, and external partners - Ability to be a proactive self-starter who can operate independently while managing multiple priorities and deadlines - Demonstrated attention to detail, reliability, organization, and follow-through - Strong customer service and relationship-building skills with the ability to support a professional, timely, and organized client portal and Salesforce support experience - Ability to identify process gaps and recommend practical solutions to improve efficiency, consistency, and operational effectiveness - Flexibility and ability to respond positively to shifting priorities and business needs - Ability to work under pressure and manage competing priorities while maintaining accuracy and professionalism - Ability to work in a primarily computer-based environment, including extended periods of sitting, screen time, typing, and use of standard office equipment - Ability to occasionally lift and move office equipment or materials weighing up to 10 pounds - Ability to work occasional evenings or adjusted hours as needed to support client portal, Salesforce, or time-sensitive operational needs Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Short Term & Long Term Disability - Training & Development - Work from Anywhere -- eligible after 6 months.

Role Description This role manages a portfolio of clients, serving as the primary point of contact while driving service plans, client retention, and program success through proactive, data-driven insights. The position partners across teams to deliver strategic solutions, lead client engagements, and ensure profitability through strong program oversight and effective relationship management. - May manage up to 25 dedicated clients, depending on complexity and/or client requirements. - Book of business may cover multiple industries, but with focus in select industry (or industries). - Serves as single point of contact for clients; highly responsive to requests and often identifies issues/challenges before client. - Works with minimal supervision, and knows when to engage supervisor and/or peers throughout the company. - Aligns self and external resources around client’s goals by understanding of what client is trying to accomplish in their programs and how we can contribute to these goals. - Develops service plans to capture goals and ensure progress. - Structures and uses data to tell a compelling story. - Presents data confidently and anticipates questions from supervisor and clients. - Significant knowledge of product and service capabilities. - With some assistance can implement and oversee client specific initiatives, i.e. closure projects, cost reduction projects, performance guarantee compliance. - Perceived as critical link between client, management and claims operations. - Proactively works with supervisor to plan for and ensure maximum retention rate. - Limits downside surprises by identifying and rectifying issues early. - Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with modest support. - Sets and communicates roles for all internal participants prior to critical meetings. - Ensures appropriate pre-brief and de-brief communication to drive successful client interactions. - Can scope out work-related projects, including time and resources needed to complete. - May assist in orienting and mentoring lower level employees. - Has complete understanding of program pricing. - Understands the basics of program profitability to the company. - Able to make appropriate trade-offs between pricing levers to reach best outcome (e.g. multi-year deals, LOP, etc.). Qualifications - Bachelor's degree and 5 years related experience. - Insurance license required. - Often travels for client needs (e.g., claim reviews, stewardship discussions). Requirements - Able to create success stories and capture learning’s within own book of business and that of team members. - Able to provide synthesized summaries to senior leadership within AM team. - Focuses on what matters most, where there is risk and where senior management intervention may be required. Always gets his/her point across in interactions. - Frequently able to lead group meetings and/or provide value-added input where not the primary presenter. - Is accessible by team members when they encounter roadblocks with their work. - Able to provide value-added suggestions and approaches to make the team more successful. - With supervisors, understands what matters most and where/when to escalate issues. - Consistently delivers direct, honest feedback to team members regarding performance against the AM skill continuum. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance - 401(K) and Roth options - Tax-advantaged accounts (HSA, FSA) - Educational expense reimbursement - Paid parental leave - Digital mental health services (Talkspace) - Flexible work hours (availability varies by office and job function) - Training programs - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing - Charitable matching gift program - And more...

• Serve as the primary point of contact for patients undergoing an enhanced scan, ensuring a smooth experience from scheduling to follow-up • Work closely with the sales and clinical teams to coordinate post-scheduling workflows, ensuring patients complete all necessary steps for their scan • Facilitate home lab draws by coordinating with third-party providers and ensuring results are processed in time for consultations • Ensure timely and accurate distribution of additional reports, including body composition analysis and brain volume quantification • Monitor and track patient progress throughout the enhanced scan workflow, ensuring any potential delays or issues are addressed proactively • Manage applications for the Provider Education Program, tracking interested participants and guiding them through the process • Coordinate physician participants' scans and follow-up consultations to ensure a seamless experience • Work closely with the physician sales team to ensure timely scheduling and engagement with program participants • Maintain an up-to-date database of physician education program applicants, tracking milestones and feedback • Act as a liaison between patients, sales, and clinical teams, ensuring seamless coordination of clinical services • Provide timely updates and support to patients regarding their enhanced scan process, including preparation instructions, lab draws, and follow-ups • Ensure high levels of patient and physician satisfaction by proactively addressing any concerns, answering questions, and coordinating with relevant stakeholders • Maintain the highest degree of confidentiality and compliance when handling patient and physician information.

Role Description As a Policyholder Services Representative I (“PHS Rep I”), you will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. This position is often the first contact with policyholders and/or their representatives requiring a commitment to client sensitivity, service, and guideline adherence. PHS Reps I spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. This position requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment. The PHS Rep I is responsible for: - AIC and COF policy & benefits calls - Processing address changes, terminations due to death, PHI authorizations, 3rd parties, and SSN updates/requests Key Responsibilities - Provide exceptional customer service in a phone support role - Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries - Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers - Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures - Complete document processing in an efficient and effective manner - Update and change customer contact and policy information with accuracy - Respond to all written inquiries, communicating clearly and with proper grammar - Assist with document indexing; utilize identifiers such as policy number, claim number, etc. to accurately and efficiently attach document/s to a specific system file - Meet or exceed all established minimum expectations/metrics and goals for the position - Meet or exceed standards for productivity and quality as established for the role - Appropriately process all confidential information abiding by HIPAA privacy laws - Ensure smooth transition of inquiry to appropriate department if/when necessary - Perform additional duties as assigned Qualifications - Proven interpersonal, verbal, telephonic, and written communication skills with ability to type 35 wpm - Must possess a high degree of tact, empathy, and professionalism when dealing with all customers - Must utilize active listening skills with ability to ask appropriate questions to fully understand the need/s - Effectively relay complex insurance information and policy language into basic understandable concepts - Ability to apply learned principles to specific and unique circumstances - Effectively respond to written communication utilizing proper grammar and punctuation - Detail oriented with ability to work independently as well as part of a team - Solid knowledge of Microsoft Office products with ability to learn new system applications quickly - Ability to toggle between multiple screens while speaking with customers and documenting in the system - Proactively provide creative and analytical recommendations to management for process and performance improvement Benefits - Medical, dental, and vision plans to support your health and that of your family - A 401(k) plan with employer matching - Time-off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non-exempt employees - Paid holidays - Life insurance and short-term and long-term disability coverage - Benefit offerings, eligibility, and required employer contributions may vary based on role, classification, and applicable federal, state, and local laws, including those tied to an employee’s primary work location - Where required by law, the Company provides paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements