Pre-Litigation Case Manager Team Lead (U.S remote)

Overview

This working leadership role owns the pre-litigation phase of personal injury cases—between signup and either settlement or the decision to file suit. The role leads a team of case managers, ensures treatment and records keep moving, oversees demand quality, and prevents stalled files.

You will also carry a small caseload while supervising the team, setting standards, and serving as a key point of contact for attorneys who need real-time file status.

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 identify stalled cases, aging records requests, and treatment gaps
• Review demand packages for completeness, accuracy, and persuasive strength before they are sent
• Own the pre-litigation aging report and drive improvements to reduce aging
• Escalate files that should be referred to litigation instead of continuing to negotiate
• Partner with attorneys on case valuation and negotiation strategy

Client Experience

• Own client satisfaction during the pre-litigation phase, where most complaints originate
• Step into difficult client conversations when a case manager needs backup
• Ensure clients receive updates on schedule—not only when issues arise

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 performance data

Requirements

• 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 Qualifications

• 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

Compensation & 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

Location

• Louisiana (required knowledge of Louisiana prescription periods and insurance coverage issues)

How Success Is Measured

Performance is reviewed at 90 days, six months, and annually. Key measures include:

• 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