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

Overview

This role owns the pre-litigation 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 ensure files do not stall.

This is a working leadership role: you will maintain a small caseload while supervising the team, setting standards, and serving as the point of contact for attorneys who need real status updates.

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; ensure the team meets 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; 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 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 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

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 to prevent dropped items
• Recommend process and technology changes supported by performance data

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

How Success Is Measured

Performance is reviewed at 90 days, six months, and annually, based on:

• 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 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

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
• Fully paperless, cloud-based systems so work is focused on client needs rather than filing