Case Management Supervisor

Location Note: This position is available as a remote position in a state in which Perfected Claims LLC or Strategic Campaign Sourcing LLC is registered to do business (FL, GA, SC, NC, NY, NJ, NV, HI, TX, OH, PA, LA, IL, ME, TN, AL, VA, KY, and WI).

We are seeking a Case Management Supervisor who will lead a team of Case Management Analysts, managing a docket of mass tort cases from intake to settlement. This role is responsible for ensuring the accuracy of case processing, meeting service level agreements (SLAs), and handling escalations. Additionally, the Supervisor will address team challenges and oversee the training and development of team members. The role also involves managing key performance metrics, SLAs, and revenue targets. The ideal candidate will have a strong background in mass tort case management, demonstrate leadership skills, and possess the ability to drive operational efficiency, support team growth, and ensure financial objectives are met.

Duties & Responsibilities

Case Management Oversight:

• Manage and oversee multiple mass tort projects from intake to settlement, ensuring all case milestones are met and deadlines are adhered to
• Ensure that intake qualification, medical record retrieval, medical records review, plaintiff form fulfillment, client engagement and other case materials are properly reviewed, organized, and processed with accuracy
• Serve as the escalation point for complex cases, resolving issues and providing strategic guidance
• Monitor and analyze case metrics, including caseload, processing time, and settlement timelines, to ensure the overall health of the project and identify potential risks
• Maintain seamless communication and coordination
• Maintain knowledge on the torts in which we are supporting
  
  

Team Leadership & Development:

• Supervise a team of Case Management Analysts, providing mentorship, training, and performance feedback
• Oversee the development and implementation of training programs to enhance team skills and performance
• Address team challenges and foster a collaborative, solution-oriented work environment
• Lead weekly case status meetings to ensure alignment on goals and progress
  
  

Collaboration & Communication:

• Collaborate closely with other departments, including Business Operations, Legal, and Project Management, to ensure a seamless case workflow
• Maintain clear and consistent communication with direct reports, manager, and internal teams, providing case updates and addressing concerns
• Work with leadership to identify opportunities for process improvements and implement strategies to streamline case management
  
  

Quality Control, SLA & Compliance:

• Responsible for managing priorities to help meet and maintain production goals and service level agreements (SLAs)
• Responsible for maintaining quality guidelines
• Responsible for setting weekly/monthly team goals to ensure team adherence to SLAs and key performance metrics
• Conduct regular quality checks on case data and processes to ensure accuracy and compliance with regulatory standards
• Proactively identify and resolve discrepancies in case records, data, and milestones
  
  

Reporting & Analysis:

• Monitor and report on case progression, team performance, and project outcomes
• Generate weekly and monthly reports on key metrics, including case closure rates, team productivity, SLA adherence, and compliance
• Work with leadership to develop and maintain forecasting tools for caseload and resource allocation
  
  

Required Qualifications

• Bachelor's Degree or equivalent experience
• 3 years of experience in the mass tort industry and/or a similar role
• 3 years of legal knowledge/ case management
• 3 years in customer service
• 3 years of previous experience handling heavy call volumes with tact and empathy
• 3 years in a supervisory or leadership role
• Expertise in managing high-performing teams to meet case milestones, Service Level Agreements (SLAs), and revenue goals
• Strong computer skills, including Salesforce, Google Sheets, Microsoft Office
  
  

Skills & Abilities

• Strong interpersonal skills capable of maintaining strong relationships
• Outstanding written and verbal communication skills
• Detail-oriented and excellent multitasking skills
• Strong organizational abilities
• Ability to work collaboratively in a team environment
• Strong analytical and problem-solving skills
• Comfortable operating in a process-driven environment
• Proven ability to manage a high volume of cases in a fast-paced environment
• Able to remain calm under pressure
• Ability to learn and adapt to change quickly
• Ability to work independently and as a team player
• Strong leadership and team management skills with a proven track record of developing and mentoring staff
• Ability to provide constructive feedback, guide performance improvement, and foster professional growth within the team
• Proficient in conflict resolution and addressing team challenges to maintain a positive and productive work environment
• Demonstrated ability to lead through change and guide teams in adapting to new processes or priorities
  
  

Physical Requirements

• Frequent need for oral, written, and auditory communication
• Prolonged periods working on a computer
• Ability to sit for long periods of time
• Frequent repetitive hand and wrist motions
• Ability to work in a fast paced and sometimes stressful services environment
• Occasional need for travel
  
  

Salary: $80,000 per year

This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties as may be required. Strategic Campaign Sourcing LLC has the right to revise this position description at any time.

Strategic Campaign Sourcing LLC is an equal opportunity employer.

If you need an accommodation during the application process due to a disability, please contact us at talent@perfectedclaims.com or you may call us at 340-423-7199 and ask for Human Resources.

Powered by JazzHR

3h5S9F3pCh