Billing Operations Administrator

Thompson Hine LLP, an AmLaw 200 firm consistently recognized for its commitment to Innovation, Inclusion, collaborative culture, is seeking a Billing Operations Administrator to join our Cleveland office. The Billing Operations Administrator will be responsible for firmwide billing operations, including continuous process and procedure improvement initiatives. This role strategically leads billing operations to promote efficiency, consistency, service excellence, and billing performance, while reducing billing cycle time and supporting firm financial goals.

The Billing Operations Administrator reports as the primary operational “go-to person” for the Senior Manager of Client Accounting – Billing (“Senior Manager”). This position maintains a reduced billing workload in order to satisfactorily perform the duties and responsibilities of the role.

JOB FUNCTIONS AND RESPONSIBILITIES

• Facilitates the operational aspects of the firm’s billing life cycle firm wide. This includes new-hire training, coaching, providing input for performance evaluations and assisting in developing performance standards/expectations.
• Quickly learn the structure of Firm, the department and billing processes, as well as procedures and internal systems.
• Review processes, identify areas of concern and make recommendations to the Senior Manager for process improvements with a focus on reducing the number of days to bill, maximizing productivity and quality of work. Furthermore, observes the skill sets of the billing team and makes recommendations to the Legal Billing Supervisor.
• Coordinate and collaborate with Manager of Client Accounting – Collections as necessary to carry out the function.
• Partners with Business Intake, Pricing and Finance to address issues which could potentially cause issues downstream in the billing process.
• Propose, develop, document and communicate policies and procedures primarily related to billing. Accountable for maintaining consistency across billing, offices and practices.
• Independently and promptly resolves complex billing, escalated situations and special arrangements requiring special attention with input from the Senior Manager, when appropriate.
• Exercises independent judgment within firm policies, addressing concerns diplomatically and escalating issues to the Senior Manager when necessary.
• Owns and serves as the billing authority on time-related blockers including late and incomplete time, particularly at month end, and any issues with respect to time entry, action and task codes.
• Become well versed in the Aderant Rates Module to understand current rates being charged a client, the Aderant rate hierarchy and the optimal manner in which to set up rates.
• Collaborating with other members of the billing management team and billing coordinators, oversee the “true up” of retainers with unbilled time throughout the year.
• Works with the Senior Manager and Associate Director of Client Accounting to assist in meeting the firm-wide department performance goals, including the prompt identification and resolution (or escalation, if appropriate) of circumstances not in accordance with those goals.
• Lead change management efforts related to billing progress or system enhancements, including communication, training and adoption support. Oversee onboarding and billing orientation for new partners, laterals and associates.
• Work closely with the client intake coordinator to ensure client accounts are properly set up according to the engagement agreement and outside counsel guidelines.
• Identifies general problems affecting client accounts, and independently implements solutions, using sound business judgment to obtain approval when necessary. Follow through to determine that the problems are satisfactorily resolved with input from the Senior Manager.
• Collaborating with the Senior Manager, manages the electronic billing functions of the Firm, setting sound policy and procedures for the efficient submission, management, and collection of electronically submitted bills. This function includes recommending and implementing measures for the continued improvement of the process and KPIs.
• Work with the Legal Billing Supervisor on rejected invoices which are electronically billed are promptly addressed, take proactive measures, and provide recommendations to reduce the rejection rate and serve as an escalation source in the resolution and resubmission of rejected invoices.
• Ensuring that clients requiring special handling, such as contingent cases, bankruptcies, real estate closings, fee petitions, alternative fee arrangements and other non-monthly arrangements are promptly and accurately billed.
• Oversee and coordinate month-end and year-end financial closes with all departments.
• Oversee and coordinate the creation, preparation and launch of the paperless prebill and paper prebills.
• Monitor and follow up regarding unbilled time and costs which have not been billed in accordance with client billing frequencies.
• Assist with onboarding and training of billing staff; identify gaps in knowledge and training of existing staff, spearhead training sessions and corresponding materials.
• Monitor, test and correct data created by billing activities used for reporting or analysis.
• Oversee the testing prior to a system implementation.
• Promotes a positive, energetic culture featuring teamwork, and collaboration.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• Bachelor’s degree preferred.
• 5-8 years’ experience supervising a billing function.
• Law firm and Aderant Expert 8.2, Framework experience strongly preferred.
• Prior experience with BillBlast or ebillingHub and vendors’ electronic bill sites required.
• Intermediate to advanced Microsoft Excel skills required, e.g., VLOOKUP's, pivot tables.
• Knowledge and experience with Tableau, Microsoft Power BI or SQL, a plus.

Knowledge, Skills, and Abilities

1. Excellent client service skills and telephone etiquette are mandatory.
2. Regular attendance and punctuality are essential functions of this job.
3. Possesses interpersonal skills necessary to communicate effectively with a diverse group of employees.
4. Ability to handle tasks under pressure.
5. Effective problem solving, and sound decision-making skills to work effectively with minimal supervision.
6. Ability to adjust work schedule to work other hours, as required.
7. This position requires the employee to work at a specified location and hours determined by the Senior Manager for the benefit of the department and firm. Changes to the location and/or scheduled hours must be approved by the Senior Manager.

Compensation is determined upon the market in which the position is located, the responsibilities of the position, the experience and skills of the applicant, and other job-related factors. The estimated salary range for this Cleveland position is $85,000 to $127,000.

Thompson Hine LLP is an Equal Opportunity Employer that offers competitive wages, and a robust benefits package. Benefit offerings include, but are not limited to, medical, dental, and vision insurance as well as Paid Time Off (PTO).

Thompson Hine EEO Policy