Case Manager

Bilingual Case Manager

With empathy at its core, Perfected serves as a bridge between individuals impacted by injury or catastrophe and the law firms that advocate for their voices. We are currently seeking a bilingual (English and Spanish) Case Manager to join our Pasadena, CA office in support of the LA Fire Justice campaign.

About the Role

The Case Manager is responsible for a docket of cases that need to be moved through different milestones of the client's case development journey. The Case Manager will be cross-trained in all areas of case management: Intake Qualification, Medical Record Retrieval Coordination, Medical Record Review, Plaintiff Form Fulfillment, Client Engagement, Quality Assurance, and Post Settlement Coordination. In addition to communication, via calls, emails, and texts, the Case Manager will assist clients in person when they visit the office.

What You'll Do

• Gathers and interprets data to develop actionable next steps to optimize best-case results.
• Undertakes a diverse range of quality assurance tasks, each assigned based on the case's status (Intake, Onboarding, Medical Record Retrieval, Medical Record Review, and Plaintiff Form Fulfillment).
• Responsible for inbound and outbound communication (calls/emails/texts) with clients to obtain case-related details, confirm information, complete documentation/questionnaires, and provide case and settlement status updates.
• Works with external partners such as experts, appraisers, and contractors to validate and maximize client's claims.
• Submits client's case filing, and questionnaires prior to court set deadlines.
• Supports Community Outreach needs such as fielding phone calls, taking 1:1 appointments, and supporting weekly events as needed.
• In person communication with clients.
• Empathetic and concise when communicating with clients. Having patience and leading with empathy is a requirement.
• Responsible for managing assigned cases.
• Responsible for managing priorities to help meet and maintain production goals and Service Level Agreements (SLAs).
• Responsible for maintaining quality guidelines.
• Ensures all assigned cases maintain accurate and up-to-date information and details.
• Conducts audits and reviews of client files to ensure accuracy, completeness, and adherence to standards.
• Maintains knowledge on the torts in which we are supporting.
• Ability and willingness to work overtime as needed. Must be available to work extended hours, including evenings and/or weekends, to meet critical deadlines when required by operational demands.
• Perform other duties as assigned.

What You Bring

• Bachelor's Degree or similar experience.
• 1+ years of experience in the mass tort industry and/or a similar role.
• 1+ years of legal knowledge/ case management.
• 1+ years in customer service.
• 1+ years of previous experience handling high call volumes with tact and empathy.
• Bilingual in Spanish is considered a required qualification for this role.
• Strong computer skills, including Salesforce, Google Sheets, Microsoft Office.
• Outstanding written and verbal communication skills.

Skills and Abilities

• Strong interpersonal skills capable of maintaining strong relationships.
• Detail-oriented and excellent multitasking skills.
• Strong organizational abilities.
• Ability to work collaboratively in a team environment.
• Strong analytical skills.
• Problem-solving skills.
• Comfortable operating in a process-driven environment.
• Able to remain calm under pressure.
• Ability to learn and adapt to change quickly.
• Ability to work independently and as a team player.

Physical Requirements

• Frequent need for oral, written, and auditory communication.
• Prolonged periods working on a computer.
• Ability to sit for long periods of time.
• Frequent repetitive hand and wrist motions.
• Ability to work in a fast paced and sometimes stressful services environment.

Benefits at a Glance:

• Time Off: PTO (15 days, earned on an accrual basis; increases at 3rd and 5th anniversary), sick leave (10 days, earned on an accrual basis), paid holidays (14) and floating holidays (2 days).
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Flexible Spending & Savings: FSA and HSA options to help manage healthcare costs.
• Protection & Security: Short- and long-term disability and basic life insurance.
• Future Planning: 401(k) retirement plan with a 5% company match.
• Work-Life Support: Employee Assistance Program (EAP) through SupportLinc to provide confidential counseling and other wellbeing resources.

Pay Range: $30.00 - $33.00 per hour