Client Experience Coordinator

Client Experience Coordinator

Department: Client Experience
Reports To: Director of Client Experience
Location: Onsite – Kansas City, MO

Role Summary

The Client Experience Coordinator supports clients throughout their case journey by providing proactive, compassionate communication and ensuring clarity at each major touchpoint. This role focuses on ongoing care calls during active representation and post-settlement outreach, helping clients feel informed, supported, and valued. The Coordinator plays a key role in delivering consistent, high-quality client experience that reflects the firm’s standards.

Key Responsibilities

1. Care Calls Throughout the Case

· Conduct scheduled care calls during treatment, investigation, and negotiation phases to ensure clients feel supported and informed.

· Provide clarity on next steps, answer common questions, and reinforce expectations.

· Identify confusion, frustration, or red flags early and escalate to case managers or attorneys as needed.

· Maintain accurate documentation of all interactions within the case-management system.

· Proactively identify opportunities to enhance client experience and prevent communication breakdowns.

2. Provider & Treatment Support (Experience-Related)

· Follow up on treatment progress when needed, including confirming appointments or addressing missed visits.

· Communicate client-reported issues or concerns to the appropriate team members.

· Route provider notes, imaging, or updates promptly to legal teams.

· Collaborate closely with the Treatment & Referral Quality Specialist to ensure consistent provider communication, alignment on treatment-stage issues, and a seamless client experience.

3. Post-Settlement & Offboarding Experience

· Conduct post-settlement calls to confirm client understanding of their settlement, disbursement, and next steps.

· Answer post-resolution questions and help clients navigate outstanding administrative items (e.g., liens, documentation).

· Gather structured client feedback at the conclusion of the journey (NPS, satisfaction, sentiment).

· Identify promoters who may be ideal candidates for reviews or referrals, and route detractor signals appropriately.

· Document offboarding insights and share patterns with leadership to enhance the overall journey.

4. Experience Feedback & Reporting

· Track patterns across care calls and offboarding experiences to help improve the client journey.

· Support the Director of Client Experience with experience-measurement programs and closed-loop follow-up.

· Highlight systemic issues or communication gaps observed across multiple clients.

5. Cross-Team Collaboration

· Work closely with Case Managers, Attorneys, Intake, Referrals, and other departments to ensure seamless communication.

· Route urgent concerns to the correct team with clear, timely summaries.

· Support consistent messaging across all client-facing communications.

Qualifications

· High School Diploma or GED

· Prior experience in client service, customer support, call-center roles, or legal support

· Excellent verbal communication skills with the ability to show empathy

· Strong organizational skills and follow-through

· Comfort with high-volume outbound calling

· Proficiency with Microsoft Office and case-management system

· Experience in personal injury, medical coordination, or client experience roles

· Bilingual (Spanish/English)

· Familiarity with Case Status, Neos, DOMO, or similar tools

Core Competencies

· Empathy & active listening

· Clear, predictable communication

· Issue identification & escalation

· Professionalism & discretion

· Strong organization & task management

· Ability to build quick rapport