Personal Injury Records & Demands Department Manager (Virtual Assistant)

Department Leadership & Team Management:

• Lead, coach, and manage the Demand Department, including Demand Specialists, Hospital Request Specialists, Team Leads, and Quality Analysts.
• Establish clear performance expectations aligned with departmental KPIs and firm objectives, conducting regular one-on-one meetings.
• Manage employee performance concerns, corrective action plans, and participate in hiring, interviewing, and onboarding activities.

Operational Oversight & Productivity Management:

• Oversee daily department operations to ensure productivity, efficiency, and compliance with firm standards.
• Monitor departmental performance, conduct regular case and call audits, and review workflow adherence and accuracy.
• Attend and lead departmental meetings, providing regular updates on production, performance trends, and risks.

Process Improvement & Quality Assurance:

• Evaluate workflows, procedures, and systems to identify inefficiencies, delays, and process gaps.
• Develop and implement process improvements to increase efficiency, consistency, and scalability.
• Establish and maintain quality control measures to ensure accuracy and compliance across the department.

Client Experience & Service Excellence:

• Ensure the department delivers professional, responsive, and client-focused service.
• Monitor communication quality, review QA metrics, and implement coaching initiatives to improve client interactions.
• Address escalated client concerns and reinforce a client-first culture through accountability and performance management.