Coverage Operations Specialist

This is a fully remote position, open to applicants in Puerto Rico.

📋 Description

• Manage a portfolio of upcoming court hearings and ensure attorney coverage via phone, text, and email prior to hearing dates.

• Negotiate attorney fees in real-time while safeguarding margins and cost objectives.

• Prioritize conflicting hearings and address new, urgent, and at-risk coverage gaps.

• Address last-minute changes, cancellations, scheduling challenges, and conflicts.

• Onboard and assist attorneys as their main contact at Docketly.

• Provide law-firm clients with updates on hearing statuses.

• Log activities, confirm assignments, and keep precise pipeline records.

• Identify recurring coverage gaps and share improvement suggestions during daily huddles and team meetings.

• Strive to meet daily metrics for coverage speed, dropped hearings, portfolio efficiency, and cost objectives.

⛳️ Requirements

• Minimum of 1 year in a position involving high-volume phone outreach or direct negotiation.

• Comfortable and effective on the phone, with strong verbal and written communication skills.

• Organized with the ability to manage multiple open items without oversight.

• Remain calm and make decisive choices under deadline pressure.

• Tech-savvy and quick to adapt to new platforms.

• High school diploma or equivalent required.

• Preferred: experience in staffing, dispatch, gig-platform operations, or a high-volume call-center/outbound setting.

• Preferred: proven track record of meeting or exceeding KPIs in a metrics-focused role.

• Preferred: familiarity with CRM or scheduling applications.

• Preferred: experience with legal, court, or collections operations.

• Preferred: comfort with Mac OS and Google Workspace.

• Availability from Monday to Friday, 8:00 AM to 5:00 PM Mountain Time.

• Must reside in Puerto Rico.

🏝️ Benefits

• Health, Dental, and Vision Insurance.

• 401(k) with Company Matching.

• Paid Time Off.

• 7 Paid Company Holidays.

• 4 Floating Holidays per Year.

• Life Insurance and AD&D Insurance.

• Long-Term Disability Coverage.

• Health Care Reimbursement Flexible Spending Account (FSA).

• Dependent Care Flexible Spending Account.

• Employee Assistance Program (EAP).

• Pet Insurance.

• Opportunities for internal promotions.

• Clearly defined career path to senior specialist and supervisor positions.