Operations Support Services Specialist

ABOUT GEMINI LEGAL

If you are seeking meaningful work in a company that values integrity, innovation, and growth, consider a career with Gemini Legal.

Headquartered in Rocklin, California, Gemini Legal is an industry-leading legal support company serving attorneys across California. Our proprietary, in-house developed technology platform powers efficient, secure digital record collection and workflow management. In addition to records services, we provide vocational counseling to injured workers, delivering comprehensive support throughout the life of a case.

Our growth is powered by our people. We operate with an open-door leadership philosophy and a culture built on accountability, collaboration, and service. We promote from within whenever possible and invest in individuals who demonstrate commitment and potential, including those new to the industry.

Ethical. Passionate. Smart. These principles guide how we work, how we serve clients, and how we support one another.

ABOUT THE ROLE

The Operations Support Services Specialist plays a key role in supporting departmental operations by managing correspondence, facilitating timely communication, and completing tasks accurately and efficiently. This role is responsible for reviewing and processing invoices related to the production of records, issuing payments in accordance with established procedures, and monitoring web portals to ensure the prompt download and delivery of produced records. Additionally, the Specialist handles incoming records, maintaining accuracy, compliance, and smooth workflow throughout the department.

• Location: Rocklin, CA/Hybrid -Remote
• Schedule: Monday-Friday, 8:00am-5:00pm 
• Compensation:  $20.67-$25.96 Per Hour

The pay range for this role is $20.67-$25.96 . Starting pay for new hires is typically within the lower third of the range: $20.67-$22.44. Exceptions may be made based on factors such as education, specialized skills, or significant relevant experience.

RESPONSIBILITIES

• Manage departmental correspondence to ensure timely responses, resolution of inquiries, and smooth communication across teams.
• Manage and coordinate with email-only external facilities, confirming records are prepared correctly and resolving issues before collection.
• Review and process invoices related to record production, issuing payments accurately and in accordance with established procedures.
• Monitor external web portals to ensure timely download, delivery, and tracking of produced records.
• Serve subpoenas through external web portals, adhering strictly to established procedures and compliance requirements.
• Handle incoming records, ensuring proper intake, accurate tracking, and timely processing.
• Demonstrate a thorough understanding of current departmental procedures and actively contribute to team knowledge sharing and training.
• Identify and recommend process or departmental improvements, supporting a culture of innovation and continuous improvement.
• Participate in departmental audits, including quality, metric, and compliance audits, ensuring accuracy and accountability of reported data.
• Support and engage in Kaizen and other continuous improvement initiatives, helping streamline workflows and enhance performance.
• Exhibit mastery of established processes and serve as a resource for peers, fostering collaboration and team development.
• Take ownership of additional tasks and responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.
• Other duties as assigned.

WHAT YOU BRING

Education and/or experience:

• High School Diploma or equivalent required.
• 1+ years of customer service or call center experience preferred.
• 1+ years of medical or legal office experience preferred.

Skills:

• Strong customer service orientation, demonstrates patience, professionalism, and responsiveness when interacting with clients, facilities, and third parties.
• Strong verbal communication skills, able to handle high call volumes, manage sensitive conversations, and represent Gemini professionally in all interactions.
• Professional written communication produces clear, concise, and courteous correspondence via email, fax, and mail.
• Conflict resolution and problem-solving, effectively manage difficult or escalated calls with professionalism and tact.
• Proficiency in researching, tracking, and updating records efficiently.
• High attention to detail.
• Works effectively with internal teams, departments, and external carriers/vendors.

Technology:

• Proficient using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.) 

FUNCTIONAL REQUIREMENTS

• Must be able to perform the essential functions of the position with or without accommodation, including, but not limited to:
• Sitting for at least one hour at a time (total: 6-8 hours/day)
• Keyboarding for extended periods of time (total: 6-8 hours/day)
• Using a phone with or without a headset for extended periods (total: 1-2 hours/day)

WHAT YOU’LL LOVE ABOUT GEMINI LEGAL

Full-Time Team Members

• Comprehensive medical, dental, and vision coverage
• Generous paid time off, including PTO, sick leave, volunteer time, and paid holidays
• 401(k) plan with company match
• Tuition reimbursement program
• Employee Assistance Program and legal assistance benefit
• Company-paid annual charitable donation in your name
• Employee recognition program