The Case Management Analyst is responsible for managing a docket of cases through various milestones in the client’s case development journey. They will be cross-trained across all areas of case management. In addition to communication via calls, emails, and texts, the Analyst will assist clients in person when they visit the office. The Analyst will also collect and verify essential proof, including medical records, test reports, and other documents necessary to substantiate the claim. Success is measured by maintaining complete and accurate case files, adhering to quality guidelines, meeting production goals and SLAs, and ensuring consistent client communication. Analysts will stay informed about the torts they are supporting and perform other duties as assigned by management. Responsibilities include:
- Intake Qualification
- Document Review
- Medical Record Retrieval Coordination
- Medical Record Review (If applicable)
- Collecting required documents and evidence to substantiate the claim
- Plaintiff Form Fulfillment
- Client Engagement
- Quality Assurance
- Post Settlement Coordination
- Gathers and interprets data to develop actionable next steps to optimize best-case results.
- Undertakes a diverse range of quality assurance tasks, each assigned based on the case's status
- Responsible for inbound and outbound communication (calls/emails/texts) with clients to obtain case-related details, confirm information, complete documentation/questionnaires, and provide case and settlement status updates.
- Works with external partners such as experts, appraisers, and contractors to validate and maximize client’s claims.
- Submits client’s case filing, and questionnaires prior to court set deadlines.
- Supports Community Outreach needs such as fielding phone calls, taking 1:1 appointments, and supporting weekly events as needed.
- In person communication with clients.
- Empathetic and concise when communicating with clients.
- Responsible for managing assigned cases.
- Responsible for managing priorities to help meet and maintain production goals and SLAs.
- Conduct audits and reviews of client files to ensure accuracy, completeness, and adherence to standards.
- Maintain knowledge on the torts in which we are supporting.
Required Skills & Experience:
- Bachelor's Degree or similar experience
- 1+ years in customer service
- 1+ years of previous experience handling heavy call volumes with tact and empathy
Nice to Have Skills & Experience:
- 1+ years of experience in the mass tort industry and/or a similar role
- 1+ years of legal knowledge/ case management
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