Personal Injury Manager - Reductions
The Personal Injury Manager - Reductions is responsible for leading, optimizing, and scaling the firm’s Reductions Department — a critical post-settlement function that ensures fair, accurate, and efficient negotiation of medical bills, liens, and case closings.
This role blends data-driven performance management with hands-on leadership, ensuring that all Reductions Specialists perform at peak efficiency while maintaining exceptional client service and adherence to legal and operational standards.
The ideal candidate will be a strategic thinker with deep operational expertise, capable of identifying bottlenecks, implementing measurable process improvements, and mentoring team members to achieve excellence.
Key Responsibilities
Operational Leadership
- Lead, coach, and manage the Reductions team to meet performance goals related to case turnaround times, negotiation outcomes, and client satisfaction.
- Oversee all workflows related to post-settlement reductions, ensuring efficiency, compliance, and accuracy.
- Establish and maintain departmental KPIs (e.g., monthly deposits, closing statement turnaround, and Google review goals).
- Monitor workload balance, productivity, and performance metrics using Litify and business intelligence dashboards.
Process Optimization
- Analyze reduction processes to identify inefficiencies, redundant steps, or delays in case closure.
- Implement workflow enhancements using automation, data tracking, and quality control measures.
- Collaborate with the Intake/Senior Case Manager and Medical Management teams to ensure seamless case handoffs.
- Develop and document standard operating procedures (SOPs) to maintain consistency and compliance.
Negotiations Oversight
- Guide and support Specialists in negotiating with medical providers, hospitals, and insurance adjusters to achieve optimal reductions for clients.
- Oversee the quality and accuracy of negotiation documentation, communication logs, and follow-up actions.
- Ensure all reductions are submitted within 48 hours of receipt, maintaining compliance with firm-wide service standards
Team Development & Coaching
- Provide real-time coaching and feedback based on performance data and client feedback.
- Conduct regular team meetings and one-on-ones to reinforce accountability, celebrate wins, and address challenges.
- Coordinate ongoing training to keep the department current with negotiation strategies, legal requirements, and company policies.
Client Experience & Quality Assurance
- Maintain the firm’s commitment to service excellence by ensuring clients receive timely updates and transparent explanations of settlement and reduction outcomes.
- Review client communication protocols to ensure consistency, empathy, and professionalism.
- Partner with leadership to identify opportunities to enhance the post-settlement experience.
Qualifications
- 5+ years of experience in operations management, legal operations, financial negotiation, or a high-volume process-driven environment.
- Experience managing teams of 10+ in performance-based roles.
- Proven track record of implementing data-driven improvements and meeting departmental KPIs.
- Strong leadership and interpersonal skills with the ability to coach diverse teams.
- Proficiency in Litify (Salesforce), Excel, and other performance management or BI tools.
- Excellent negotiation, analytical, and communication skills.
- Bilingual fluency in English and Spanish required.
Skills & Competencies
- Analytical Excellence: Ability to translate performance data into actionable strategies.
- Execution-Focused Leadership: Hands-on approach to driving accountability and outcomes.
- Process-Oriented: Skilled in identifying inefficiencies and designing scalable solutions.
- Client-Centric Mindset: Ensures all operations reflect the firm’s high service standards.
- Adaptability: Excels in a fast-paced, evolving environment.