Perfected Claims · 6 days ago
Case Management Supervisor
Pasadena, CA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $85K/yr
3+ years expPerfected Claims serves as a bridge between individuals impacted by injury or catastrophe and the law firms that advocate for their voices. The Case Management Supervisor will lead a team managing mass tort cases from intake to settlement, ensuring quality assurance and client engagement throughout the process.
ConsultingLegalProfessional Services
Responsibilities
Manage and oversee multiple mass tort projects from intake to settlement, ensuring all case milestones are met and deadlines are adhered to
Ensure that intake qualification, document collection, collection of proof/exposure, plaintiff form fulfillment, client engagement and other case materials are properly reviewed, organized, and processed with accuracy
Serve as the escalation point for complex cases, resolving issues and providing strategic guidance
Works with management on any issues that may arise. Having a strong background in problem solving and being solution oriented
Monitor and analyze case metrics, case assignment, caseload, processing time, and settlement timelines, to ensure the overall health of the project and identify potential risks
Maintain seamless communication and coordination
Maintain knowledge on the torts in which we are supporting
Helps lead and manage different assignments or special projects
Perform other duties assigned by management
Manage Ground Operations office hours and support team with time-off requests, collaborate with HR, and follow policies and procedures as required
Provide manager with daily/weekly progress reporting and updates
Supervise a team of Case Management Analysts, providing mentorship, training, and performance feedback
Support team members with their needs and promote an inclusive environment
Oversee the development and implementation of training programs to enhance team skills and performance
Address team challenges and foster a collaborative, solution-oriented work environment
Lead weekly case status meetings to ensure alignment on goals and progress
Responsible for client engagement and ensuring the team meets the company’s standard of service to each client
Collaborate closely with other departments, including Community Outreach, Business Operations, Legal, and Project Management, to ensure a seamless case workflow
Maintain clear and consistent communication with direct reports, manager, and internal teams, providing case updates and addressing concerns
Work with leadership to identify opportunities for process improvements and implement strategies to streamline case management
Support our Community Outreach initiatives by assisting in and/or attending community events and town halls
Responsible for managing priorities to help meet and maintain production goals and SLAs
Responsible for maintaining quality guidelines
Responsible for setting weekly/monthly team goals to ensure team adherence to Service Level Agreements (SLAs) and key performance metrics
Conduct regular quality checks on case data and processes to ensure accuracy and compliance with regulatory standards
Proactively identify and resolve discrepancies in case records, data, and milestones
Monitor and report on case progression, team performance, and project outcomes
Generate weekly and monthly reports on key metrics, including case closure rates, team productivity, SLA adherence, and compliance
Work with leadership to develop and maintain forecasting tools for caseload and resource allocation
Qualification
Required
Bachelor's Degree or similar experience
3+ years of experience in the mass tort industry and/or a similar role
3+ years of legal knowledge/case management
3+ years in customer service
3+ years of previous experience handling heavy call volumes with tact and empathy
3+ years in a supervisory or leadership role
Strong interpersonal skills capable of maintaining strong relationships
Outstanding written and verbal communication skills
Detail-oriented and excellent multitasking skills
Strong organizational abilities
Ability to work collaboratively in a team environment
Strong analytical skills
Problem-solving skills
Comfortable operating in a process-driven environment
Proven ability to manage a high volume of cases in a fast-paced environment
Able to remain calm under pressure
Ability to learn and adapt to change quickly
Ability to work independently and as a team player
Strong computer skills, including Salesforce, Google Sheets, Microsoft Office
Strong leadership and team management skills with a proven track record of developing and mentoring staff
Ability to provide constructive feedback, guide performance improvement, and foster professional growth within the team
Expertise in managing high-performing teams to meet case milestones, Service Level Agreements (SLAs), and revenue goals
Proficient in conflict resolution and addressing team challenges to maintain a positive and productive work environment
Demonstrated ability to lead through change and guide teams in adapting to new processes or priorities
Preferred
Experience in mass tort case management
Benefits
Comprehensive medical, dental, and vision coverage.
FSA and HSA options to help manage healthcare costs.
Short- and long-term disability and basic life insurance.
401(k) retirement plan with a 5% company match.
Employee Assistance Program (EAP) through SupportLinc to provide confidential counseling and other wellbeing resources.
Company
Perfected Claims
Perfected Claims is a management and consulting firm that supports law companies.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Bill Samson
CFO
Darryl Byrd
Chief Growth and Strategy Officer
Company data provided by crunchbase