Attorney Support Manager- Plaintiff Department

Overview

This role involves supervising the Medical Records and Investigations departments within the Plaintiff Department. The Attorney Support Manager is responsible for ensuring these departments meet service-level expectations, Key Performance Indicator (KPI) targets, and document acquisition timelines necessary to support client case progression.

The position oversees the acquisition of medical records, FOIA materials, insurance information, accident-party information, and other evidentiary documentation essential for effective plaintiff case management. Timely and accurate documentation for settlement demands must be obtained in compliance with legal and operational requirements.

The Attorney Support Manager actively diagnoses workflow issues, identifies root causes of delays, implements corrective actions, and prevents recurring operational breakdowns. This role requires strong ownership of departmental output, staff accountability, productivity management, vendor escalation, and continuous process improvement. The position reports to the Director of Plaintiff Support.

Responsibilities

• Manage daily performance, productivity, and output of the Medical Records and Investigations departments.
• Ensure both departments consistently meet KPIs, service-level agreements, and turnaround-time expectations.
• Lead, coach, and hold accountable a team of Records Retrieval Specialists and Investigators.
• Monitor individual and departmental productivity to ensure timely and accurate completion of work.
• Identify performance gaps, workflow delays, and recurring operational issues.
• Diagnose root causes of missed deadlines, delayed document acquisition, vendor issues, staff productivity concerns, or process breakdowns.
• Implement corrective actions to resolve operational issues and prevent recurring delays.
• Maintain accountability for departmental output, including KPI performance, aging requests, overdue items, escalations, staff productivity, and vendor-related delays.
• Utilize reporting and data tracking to evaluate department performance, identify trends, and inform operational decisions.
• Manage escalations involving delayed document release, outside vendors, medical vendors, insurance companies, and third-party processors.
• Proactively intervene when cases, requests, vendors, or employees are trending outside expected timelines.
• Develop, refine, and enforce department processes to improve efficiency, consistency, accountability, and turnaround times.
• Document and monitor department expenses and identify cost-related trends or concerns.
• Collaborate with attorneys and case managers to align documentation needs with case progression priorities.
• Communicate with medical vendors, insurance companies, government agencies, and outside vendors to resolve barriers to document release.
• Ensure department practices support legal compliance, accurate documentation, and timely case movement.
• Conduct weekly team check-ins to review priorities, workload status, KPI progress, aging items, escalations, and barriers.
• Hold bi-weekly one-on-one meetings with direct reports to review productivity, provide coaching, address performance concerns, and reinforce expectations.

Requirements

• Legal support experience is required.
• Demonstrated team leadership experience is required.
• Authorized to work in the United States.

Preferred Qualifications

• Experience with medical records retrieval processes.
• Experience with investigation processes in civil litigation matters.
• Familiarity with plaintiff-side case support workflows.
• Experience coordinating with vendors, medical providers, insurance companies, or outside agencies.

Work Environment

• Work hours: Monday – Friday, 8:30 a.m. – 5:30 p.m.
• Primarily sedentary; able to sit for long periods.
• Ability to speak, see, and hear other personnel.
• Ability to communicate verbally and in writing.
• Capable of using a telephone and computer keyboard.
• Able to lift up to 10 pounds.
• Ability to travel within the facility and to other locations as required.

Equal Opportunity

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, or protected veteran status.

Disclaimer

This job description is not exhaustive and may be updated at any time with or without notice to reflect changes in duties, responsibilities, or activities.