Job Description

The Client Concierge at Robinson & Casey, PLLC, serves as the central point of connection for families navigating complex legal and behavioral health situations. This role ensures a seamless client experience from onboarding through case progression by coordinating communication between attorneys, paralegals, and clients, while providing empathetic, high-touch support. The Client Concierge reinforces the firm’s commitment to responsiveness, clarity, and compassion, helping families feel guided, informed, and supported at every stage of their legal journey

The Client Concierge is a non-attorney responsible for ongoing case coordination and communication with families, professional referents, and treatment facilities, ensuring consistent, high-quality service across all touchpoints.

Please note: Out of courtesy to our office, please apply online. Applicants who call the Firm will not be considered.

$70,000 - $75,000

• Adhere to ethical guidelines by not providing legal advice, quoting fees (unless predetermined by the Firm), or entering into client engagements
• Support the client engagement process by preparing prospective clients, obtaining signatures, and coordinating attorney approval
• Manage the client onboarding process, including initiating new matters and coordinating internal communication across teams
• Conduct structured client follow-ups at key intervals (5, 15, 40, 60, and 80 days), including during case extensions, and communicate feedback to attorneys
• Serve as the primary point of contact for clients in Marchman Act and Guardianship cases
• Coordinate communication between clients, attorneys, legal production, billing, professional referents, and treatment facilities
• Proactively address client questions and concerns, escalating issues to leadership when necessary
• Maintain consistent monthly communication with retained clients (targeting contact with at least 25% of clients weekly)
• Support Marchman Act extension conversions, meeting established performance metrics
• Coordinate communication among clients, family group facilitators, and other involved parties
• Facilitate engagement with firm resources, including coordinating outreach and attendance for The Family Alliance peer-support group

• At least 2 years of experience working in the mental health and/or substance use disorder industry. 
• At least 3 years of experience working in a customer-oriented environment.
• Education and/or work experience equivalent to a bachelor’s degree. 
• Experience with CRM, particularly reporting, required. 
• Knowledge of the legal industry is an asset. 
• Real-life experience & a few “battle scars” to give you empathy and understanding are assets. Experience overcoming a major obstacle in life and making an important change in your life, so you know at your core that others can do it too, is a plus. 

What We Offer  

• Competitive compensation
• A structured, growth-focused environment with clear expectations
• Purpose-driven work
• The opportunity to contribute to something meaningful and well-run 

Compensation details: 70000-75000 Yearly Salary

PIb8f41c757cdc-30492-40315619

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