Senior Case Manager

Location: Los Angeles, California

Employment Type: Full-time, On-Site

Experience Level: Mid-level

Position Overview

The Senior Case Manager plays a critical leadership role in supporting and overseeing a team of on-site and remote case managers while ensuring the successful progression of personal injury cases from retention through settlement. This individual serves as both a hands-on case manager and a team leader, responsible for maintaining exceptional client service, monitoring case progress, ensuring compliance with firm procedures, and driving accountability across the case management team.

The ideal candidate is highly organized, proactive, and experienced in personal injury case management. They must be comfortable managing a high-volume caseload while coaching, mentoring, and supervising remote and in-house case managers to ensure consistency, efficiency, and outstanding client outcomes.

Key Responsibilities

• Serve as the primary point of contact for clients throughout the lifecycle of their personal injury cases.
• Manage a personal caseload while overseeing and supporting a team of on-site and remote case managers.
• Review team caseloads to ensure cases are progressing efficiently and in accordance with firm standards.
• Draft, review, and send demand packages for California personal injury cases.
• Provide regular case updates and respond to client inquiries in a timely and professional manner.
• Build strong client relationships through empathy, responsiveness, and effective communication.
• Educate clients regarding case processes, treatment progress, settlement expectations, and next steps.
• Coordinate medical treatment, medical records, billing collection, lien information, and supporting documentation.
• Communicate with insurance carriers, medical providers, and third-party vendors.
• Assist attorneys with case strategy, case preparation, settlement support, and document management.
• Monitor team performance, workload distribution, and case progression.
• Develop and improve case management workflows, SOPs, and best practices.
• Train, mentor, and support new and existing case managers.
• Conduct regular case audits to ensure quality, compliance, and timely movement of files.
• Collaborate with Intake, Operations, and Litigation teams to ensure seamless case transitions.
• Maintain confidentiality and compliance with firm policies and procedures.

Performance Metrics (KPIs)

The successful candidate will be responsible for monitoring and improving key performance indicators, including:

• Number of active cases managed per case manager.
• Case progression and movement through critical milestones.
• Demand package turnaround times.
• Client communication and response time standards.
• Medical treatment and records collection timelines.
• Case audit and quality control scores.
• Client satisfaction and client retention metrics.
• Settlement readiness and attorney handoff efficiency.
• Team productivity, accountability, and workload management.
• Reduction of case bottlenecks and aging files.

Qualifications

• 5 years of Personal Injury Case Management experience preferred.
• Prior experience supervising, mentoring, or managing case managers strongly preferred.
• Strong knowledge of California personal injury pre-litigation processes.
• Experience in preparing and managing demand packages.
• Strong organizational, leadership, and time-management skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of attention to detail and accuracy.
• Experience working with Filevine, Lead Docket, CasePeer, SmartAdvocate, Clio, or similar case management platforms.
• Experience managing remote or offshore team members is a plus.
• Proven ability to improve workflows, accountability, and team performance.

What We Offer

• Competitive salary and performance-based bonus opportunities. (80,000 to 120,000 USD per year, depending on experience)
• Employment benefits included.
• Paid time off and paid holidays.

Disclaimer: This job description is based on information provided by the hiring organization at the time of posting and is subject to change without notice at their discretion. Our talent recruitment agency is not responsible for any modifications to role requirements, compensation, or employment terms, which are ultimately determined by the hiring organization during the hiring process.