Personal Injury Case Management Team Lead

Postman Law•Lake Mary, FL

8d•Hybrid

About The Position

At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do. The Personal Injury Case Management Team Lead will be responsible for managing a team of Personal Injury Case Managers based in our Lake Mary, Florida, office. The Personal Injury Case Management Team Lead will also play a key role in onboarding, training, and development for Personal Injury Case Managers, managing day-today performance, supporting improvement opportunities, developing and enhancing processes, and leading a team providing excellent client service to personal injury clients. The Personal Injury Case Management Team Lead will be based in our Lake Mary, Florida, office and work a hybrid weekly schedule of three days per week in the office. The Personal Injury Case Management Team will have a mix of in-person and hybrid positions, with Personal Injury Case Management coverage in office five days per week in aggregate. The annual base salary for this position is a base salary of $70,000 to $80,000 per year, depending on experience, plus a discretionary year-end bonus and benefits.

Requirements

Ability to manage and motivate people.
Ability to maintain a high level of accountability and multi-task in a fast-paced, high-volume environment, independently and as part of a team.
Excellent verbal, written, and interpersonal communication skills.
Ability to exhibit confidence, knowledge, empathy, and professionalism when engaging clients.
Analytical, problem-solving, and decision-making skills.
Intermediate or higher Microsoft Office skills.
5+ years as a Personal Injury Case Manager experience preferred.
1-3 years supervisory and / or Operations experience.
Education equivalent to high school diploma or GED.

Nice To Haves

Bachelor’s degree in Business, Management, or a related field.

Responsibilities

Directly manage Personal Injury Case Management Team, providing the necessary training, coaching, and instruction for their day-to-day tasks, hitting targets, and excellent client service.
Regularly monitor and assess staff performance, utilizing data, KPIs, and metrics to guide coaching efforts and uphold standards.
Manage daily workload and case assignments for Personal Injury Case Managers to drive excellent client service/experience, maximize clients’ case value, and move clients and cases efficiently through the process.
Assist with the preparation of employee training materials, including partnering with the Learning and Development team to identify knowledge gaps and tools to improve performance.
Provide performance feedback to team members in order to develop their skills and improve client and case outcomes.
Partner with other departments to foster consistent and seamless client experience.
Handle escalations and assist assigned team members with challenging client calls while maintaining an extraordinary level of professionalism and courtesy.
Address, support, design, and implement ad-hoc process improvement projects targeting key areas of opportunity across various operations.