Director of Case Management - Case Manager

Position Summary 

The Director of Case Management is a strategic and operational leader responsible for overseeing the full lifecycle of claims from post-signature through approval and payout. This role ensures that all cases are processed accurately, efficiently, and in compliance with state requirements while meeting monthly filing and approval goals. 

This position combines hands-on claim processing expertise, team leadership, and process optimization, serving as the central authority for claim execution, quality control, and continuous improvement within RAD. 

This role carries direct accountability for converting signed claims into filed claims and ensuring that monthly Filing to State Fee targets are consistently achieved. 

Core Responsibilities 

1. Case Management & Execution (Hands-On) 

• Perform Claim Processor duties as needed, especially for complex or escalated cases

• Oversee cases from onboarding → documentation → filing → approval → payout

• Ensure all submissions to state agencies are complete, accurate, and compliant

• Resolve stalled, rejected, or high-risk claims

2. Team Leadership, Oversight & Training 

• Manage Claim Processors and oversee caseload distribution

• Ensure cases progress according to timeline, quality, and compliance standards

• Conduct case audits and performance reviews

• Train, onboard, and coach Claim Processors to improve accuracy and efficiency

• Maintain and evolve Claim Processing training systems and documentation

3. Pipeline Management, Revenue Execution & Accountability 

• Own and be fully accountable for achieving monthly Filing to State Fee targets

• Ensure all signed and viable cases are moved efficiently to filing

• Monitor pipeline health to prevent revenue leakage between Signed → Filed

• Identify risks early and take corrective action to close performance gaps

• Escalate proactively to COO when additional resources, leads, or support are required

4. Process Optimization & Continuous Improvement 

• Analyze pipeline data to identify bottlenecks and inefficiencies

• Implement process improvements, SOPs, and workflow enhancements

• Continuously improve claim lifecycle performance (speed, accuracy, approval rate)

• Drive operational efficiency to reduce cycle time and increase throughput

5. Client & Conflict Management 

• Serve as the first line of escalation for claimant concerns and complaints

• Handle complex situations including claimant skepticism, heir disputes, and sensitive communications

• Resolve issues professionally before escalation to executive leadership

6. Technology & Operational Enablement 

• Identify and implement technology solutions to improve processing efficiency and accuracy

• Ensure effective use of CRM, automation tools, and document systems

• Drive adoption of systems that enhance scalability, visibility, and client experience

7. Key Performance Indicators (KPIs) 

• Monthly Filing to State Fee vs. target

• Claim approval rate

• Average processing cycle time

• Case accuracy / rejection rate

• Pipeline movement (Signed → Filed → Approved)

• Client satisfaction / complaint resolution time

Requirements

• Experience in claim processing, case management, operations, legal support, probate/estate matters, unclaimed property, investigations, or regulated administrative processes preferred. Prior leadership or team oversight experience strongly preferred. 
• Strategic and analytical thinker with strong operational judgment

• High ownership mindset with accountability for outcomes, not just activity

• Strong leadership and team development capability

• Skilled in conflict resolution and high-stakes communication

• Process-driven with continuous improvement mindset

• Comfortable leveraging technology to drive efficiency and scale
• Experience with unclaimed property claims, probate/heirship documentation, state agency correspondence, Salesforce/CRM tools, Microsoft 365, workflow automation, SOP creation, and leading small operations teams. 

Benefits

• Performance based incentives.

* Medical, Dental, Vision, FSA, HSA (60 day waiting period applies)

• Life Insurance, Short Term/Long Term Disability (60 day waiting period

applies)

• Employee Assistance Program (EAP)

• 10 days Paid Time Off (PTO - 90 day waiting period applies)

• 12 hours Volunteer Time Off (VTO)

• 401