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

Requirements

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