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.
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