Pre-Litigation Case Manager Team Lead

POSITION SUMMARY

The Pre-Litigation Manager owns the phase of a case between signup and either settlement or the decision to file suit. You will lead a team of case managers, keep treatment and records moving, oversee demand quality, and make sure no file sits still.

This is a working leadership role. You will carry a small caseload of your own while supervising the team, setting standards, and being the person attorneys come to when they want to know the real status of a file.

KEY RESPONSIBILITIES

Team Leadership

• Directly supervise the pre-litigation case management team, including workload assignment and capacity balancing
• Set clear standards for client contact, file hygiene, and file movement, and hold the team to them
• Train new case managers and build out the training path for the role
• Conduct one on one check ins and performance reviews on a defined cycle
• Address performance problems early and directly, and recommend hiring and staffing changes

Case Movement and Quality Control

• Run regular file audits to find stalled cases, aging records requests, and treatment gaps
• Review demand packages for completeness, accuracy, and persuasive strength before they go out
• Own the pre-litigation aging report and drive it down
• Escalate files that should be referred to litigation instead of continuing to negotiate
• Partner with the attorneys on case valuation and negotiation strategy

Client Experience

• Own client satisfaction during the pre-litigation phase, which is where most complaints originate
• Step into difficult client conversations when a case manager needs backup
• Make sure clients hear from the firm on schedule, not just when something happens

Process and Reporting

• Document and improve pre-litigation workflows and task templates in the case management system
• Report on caseload volume, phase aging, demand turnaround, and settlement results
• Coordinate handoffs to litigation and to the settlement coordinator so nothing is dropped
• Recommend process and technology changes backed by what the numbers show

CORE COMPETENCIES

• Leadership. Your team knows what is expected and gets better under you
• Urgency. A file that has not moved in two weeks bothers you
• Negotiation instinct. You know when an offer is real and when the adjuster is testing you
• Directness. You give feedback in the moment instead of saving it for a review
• Judgment. You can tell the difference between a case that needs more treatment and one that needs to be filed
• Client empathy that survives a heavy caseload
• Data comfort. You manage from the report, not from memory

HOW SUCCESS IS MEASURED

Performance in this role is reviewed at 90 days, at six months, and annually. These are the measures that matter:

• Average pre-litigation cycle time from signup to demand sent, trending down against baseline
• Percentage of demands accepted by attorneys on first review without rework
• Pre-litigation aging report, with no file exceeding the firm stall threshold without documented reason
• Settlement results measured against pre-negotiation case value
• Team client contact compliance on file audit
• Case manager retention, ramp time for new hires, and completion of one on ones and reviews on schedule
• Clean handoffs to litigation and settlement, measured by rework and missing items
• Client complaints during the pre-litigation phase, tracked and trending down

QUALIFICATIONS AND EXPERIENCE

Required

• 4 or more years of personal injury pre-litigation case management experience
• Prior experience supervising, training, or leading a team
• Strong command of medical records, treatment coordination, demand preparation, and bodily injury negotiation
• Working knowledge of Louisiana prescription periods and insurance coverage issues
• Excellent written communication, particularly demand writing
• Comfort managing performance and holding people accountable

Preferred

• Experience in a Louisiana personal injury firm
• Experience building or rebuilding a pre-litigation workflow
• Familiarity with lien negotiation and Medicare or Medicaid reimbursement
• Proficiency with case management platforms and reporting tools
• Bilingual in English and Spanish

BENEFITS

• Health care plan (medical, dental, and vision)
• Retirement plan with 401(k) participation
• Critical illness and cancer ancillary plans
• Life insurance (basic, voluntary, and AD&D)
• Short term and long term disability coverage
• Paid time off, including vacation and paid holidays
• Ongoing training and professional development
• Fully paperless, cloud based systems so your day is spent on client work instead of filing