Job Description

Position Overview:

• Lead and mentor a team of Intake case managers and supporting staff, providing guidance, support, and fostering a collaborative and innovative work environment.
• Set clear goals, monitor performance, and provide regular feedback to team members to ensure individual and team success.

Job Description & Responsibilities – including but not limited to:

Management:

• Develop recommended standards and guidelines for: screening, referral, information for case review, advice, and brief service.
• Maintain relationships with cross-functional teams.
• Expand the use of technology in support of intake.
• Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders.
• Develop practice standards and monitoring systems to ensure quality control.
• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Ensures a safe, secure, and legal work environment.
• Develops personal growth opportunities.
• Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
• Coaches, counsels, and disciplines employees.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Establishes strategic goals to accomplish monthly KPIs.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Contributes to team effort by accomplishing related results as needed.
• Participates in leadership trainings to improve managerial skills and contribute to team performance enhancement.
• Coordinates team trainings ensuring all team members are well-prepared to deliver outstanding service.
• Fosters leadership development within the team through coaching and training initiatives.
• Serves as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards.
• Engages with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business with us.
• Contacts clients who have provided feedback on poor service experiences and conduct exit interviews.
• Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.

Client Service:

• Ensure high standards of client service and satisfaction.
• Address client concerns and inquiries promptly and professionally.
• Monitor and improve client communication protocols.
• Address escalated client issues coming from Social media, emails to Jany or calls to the firm.

Performance Monitoring:

• Develop and track key performance indicators (KPIs) for team and individual performance.
• Conduct regular performance reviews and provide feedback.
• Implement performance improvement plans as needed.

Quality Control:

• Ensure accuracy and compliance with legal standards and regulations.
• Conduct regular audits of case files and documentation.
• Implement and monitor quality assurance measures.

Reporting and Analysis:

• Prepare and present regular reports on case status, productivity, and performance.
• Analyze data to identify trends and areas for improvement.
• Develop and implement strategies for operational enhancement.

Qualifications

• Proven experience in a management or supervisory role (legal background in personal injury strongly preferred).
• Strong organizational and leadership skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Litify software and Microsoft Office Suite.
• Must be fluent in English and Spanish.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees.

Additional Information

** What We Offer**

• A dynamic, high-performance culture where your leadership and execution directly impact success.
• Competitive salary and growth opportunities in a rapidly expanding firm.
• Comprehensive benefits: health insurance, 401K match, PTO, and professional development programs.

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a percentage match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally, we provide confidential counseling services, mental health support, and financial guidance. Come make a difference for our clients!

All your information will be kept confidential according to EEO guidelines.