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1-800-NO-FAULT · 1 month ago

Audit & Retention Account Manager

Coral Gables,FL,US

Full-time

Onsite

Mid, Senior Level

3+ years exp

1-800-NO-FAULT is seeking a strategic and analytical Audit & Retention Account Manager to oversee retention performance and attorney auditing. The role involves acting as a liaison between internal teams and external partners to ensure accurate case classifications and sustain long-term client engagement.

Responsibilities

Conduct weekly meetings with partnering attorneys to review: current caseload status, drops and voids, classification accuracy, treatment continuity issues

Review and present weekly mutual spreadsheet performance and retention metrics

Escalate systemic gaps or repeat drop reasoning to leadership with recommendations

Lead full audit review of all attorney-classified drops

Identify patterns of: wrongful termination of treatment cases, classification inaccuracies, non-responsive firms, delays in medical approvals or lien disputes

Prepare weekly audit reports summarizing: save opportunities, misclassified drops, trends in firm-based friction, recoverable referrals

Oversee Retention Specialists and act as final escalation point

Develop corrective strategies for at-risk clients before they fall off treatment

Maintain KPI dashboards and ensure weekly follow-up is documented

Serve as point of contact for high-risk or dissatisfied clients to protect firm and provider relationships

Ensure compliance with boundaries: no legal advice, no settlement guidance

De-escalate without exposing ownership or clinical teams

Conduct weekly reviews with affiliate medical partners: treatment adherence, missed-appointment patterns, reporting compliance, incomplete or late documentation

Flag all clinics or firms failing to update treatment logs

Maintain retention tracking across: Problem Portal, Google Sheets, shared KPI dashboards

Ensure: daily case updates, treatment visit entries, drop reasons accuracy, follow-up status

Diagnose root causes behind drops and retention failures

Build monthly corrective plans based on: attorney friction trends, clinic compliance failures, repeated client disengagement reasons

Qualification

Analytical experienceAccount managementBilingual (English/Spanish)Google Sheets proficiencyCRM proficiencyBoundary managementProfessionalism under pressureInvestigative problem solvingCalm communication