The Client Case Manager Team Lead plays a vital role in fostering a collaborative and supportive team environment by overseeing a team of Client Case Managers while effectively managing their own workload of high-value cases. This position is a strategic partner to our law firm clients and In the Network (ITN) management ensuring seamless coordination and optimal case management responsibilities. This position offers the opportunity to make a significant impact within the organization and contribute to the successful resolution of cases.
Role
The key responsibility of the CCM Team Lead is ensuring the timely and accurate handling of all the cases assigned to your group. In this role, you are expected to:
- Lead by example and model behaviors that are consistent with the company's values and mission;
- Personally assume responsibility for all high-value cases for your assigned law firms, once determined;
- Oversee and mentor your team of case managers by providing guidance and support;
- Implement and share efficient case management strategies specific to the assigned law firm or as developed to streamline processes and maximize productivity;
- Monitor case timelines, deadlines, and milestones and take proactive measures to address potential gaps in treatment or other case management issues/challenges;
- Serve as the primary contact/liaison for the assigned law firms;
- Maintain high standards of quality and compliance across all aspects of case management, ensuring adherence to relevant legal regulations and organizational policies;
- Work with Client Case Manager Auditor to identify areas for improvement and implement corrective actions, as necessary;
- Work closely with stakeholders to develop long-term strategic initiatives and goals for CCMs;
- Work closely with stakeholders to Identify opportunities for process optimization, technology integration, and workflow enhancement to drive operational efficiency and effectiveness;
- Present case summaries/updates, and ensure that deadlines are met;
- Other duties, as assigned by Management.
Success in this role will be measured, in large part, by achieving your targets and goals and building and maintaining strong relationships with law firm clients, providers, and key stakeholders.
Expectations And Accountability
In this role, we expect you to make decisions with a thorough understanding of ITN’s business model, company policies and procedures, and business practices to achieve results.
Key Performance Indicators (KPIs)
In this role, data is the foundation for success. We will constantly identify and monitor the most impactful data points and key performance indicators (KPIs), interpret the findings and take action to reach or exceed sales goals. A KPI is a quantifiable measurement of progress toward a business goal. We will use your KPIs to track trends, highlight opportunities, identify potential trouble spots, and evaluate the efficiency of your case management. ITN will use KPIs to establish benchmarks and look for ways to shorten the case settlement/conversion cycle, as appropriate.
The following KPIs will be used to track your performance, with an explanation or calculation, where appropriate.
Calculation
Reason: Allows ITN to build trusted relationships with clients and law firms.
- Daily Client Connection Calls
Requirement: Each CCM will connect (not just call) with a minimum of 15 clients per day.
- No. of New Appointments Made
Calculation: Total number of appointments made
- No. of New Appointments Kept
Calculation: Total number of appointments kept / total number of appointments made
- No. of Waiting on Medical
Calculation: Total number of waiting on medical / total number of cases
- No. of Progression Complete
Calculation: Total number of progression complete / total number of cases
Calculation: Total number of files closed / total number of cases
- Average Time to Convert Case
Calculation: (calculation to be determined)
Reason: Allows ITN to forecast revenue and gauge the success of the case management cycle.
Other Important Responsibilities
- Send an introduction email to each law firm your team supports that introduces each member of the team, including backup staff. The format of this letter will be provided. The goal is to always have a direct line of communication for the law firms at all times.
- You will be responsible for weekly trend reporting to Management of the daily client connection calls. A format will be provided, but your job is to monitor the status of daily connection calls, by CCM, to ensure a minimum of 10 connections are made each day. A written explanation will be required for each CCM that does not meet the goal.
- Law firm announcements, new structure implementation, requests, etc. must be communicated to Management immediately. No changes are to be announced or implemented until approved by Management.
- Keep your team up to date on internal changes and announcements and law firm changes and announcements, once approved.
- Ensure timely communication of emergency absences to Management the second person in command.
Requirements
- Remote Job
- WORK FROM HOME/REMOTE
- BILINGUAL C1 PLUS ENGLISH LEVEL
- MUST HAVE EXPERIENCE AS A CASE MANAGER TEAM LEAD OR SUPERVISOR FOR 2.5 YEARS OR MORE IN PERSONAL INJURY
- MUST BE ABLE TO KEEP THE TEAM ACCOUNTABLE
- WILL BE REQUIRED TO MEET IN PERSON AT LEAST 2 TIMES EVERY QUARTER AT A CENTRAL LOCATION
