Operations Assistant

Case Management Operations Manager Position Summary We are seeking an experienced Case Management Operations Manager to oversee the daily operations of a growing personal injury case management team. This individual will be responsible for supervising case managers, ensuring files move efficiently through the litigation and pre-litigation process, maintaining quality control, and improving client experience. The ideal candidate has strong personal injury case management experience, exceptional organizational skills, leadership ability, and a passion for creating efficient systems. Key Responsibilities Team Leadership & Management Supervise and coach case managers and support staff Conduct daily and weekly team meetings Monitor productivity and performance metrics Review workloads and redistribute cases as needed Train new team members on systems and procedures Conduct quality assurance reviews of files Case Oversight Ensure files are progressing according to established timelines Monitor treatment status and case development Track medical records and billing requests Ensure demands are prepared and submitted promptly Review settlement recommendations before attorney review Monitor litigation and pre-litigation milestones Client Experience Ensure clients receive regular case updates Monitor response times for calls, texts, and emails Address escalated client concerns Maintain high standards of professionalism and communication Systems & Workflow Management Maintain Filevine and case management workflows Create and improve SOPs Identify bottlenecks and process improvements Monitor task completion and overdue items Ensure accurate case documentation Reporting & KPI Tracking Track key performance indicators, including: New intakes Records outstanding Demands sent Settlements achieved Client contact compliance Case manager productivity Provide weekly management reports Develop recommendations to improve efficiency Qualifications Required Minimum 3 years of personal injury case management experience Experience supervising staff or leading teams Strong understanding of pre-litigation processes Experience in obtaining medical records and bills Excellent written and verbal communication skills Strong organizational and multitasking abilities Ability to manage deadlines in a fast-paced environment Preferred Filevine experience CasePeer experience Litigation support experience Knowledge of personal injury settlements and negotiations Experience building workflows and SOPs Key Performance Metrics Success in this role will be measured by: Reduced case cycle times Timely medical record retrieval Increased demand for completion rates Improved client satisfaction Reduced overdue tasks Team productivity and accountability Accurate and timely reporting Compensation Compensation will be based on experience and qualifications. Performance bonuses may be available based on team productivity, settlement volume, and operational improvements. Ideal Candidate We are looking for someone who: Takes ownership Solves problems without waiting to be told Holds others accountable professionally Is highly organized Thrives in fast-paced environments Can manage both people and processes Understands urgency in personal injury case management Is committed to delivering exceptional client service