Audit Account Manager

Job Description

Job Description

Description:

Overview

We are seeking a strategic and analytical Audit Account Manager to oversee all attorney auditing, and lifecycle continuity from onboarding through treatment completion. This role acts as the liaison between our internal Retention Team, affiliate medical providers, and partnering law firms to ensure accuracy of case classifications, prevent wrongful drops, and sustain long-term client engagement.

The ideal candidate is bilingual, data-driven, law-firm facing, and capable of leading audit oversight with zero tolerance for data gaps or misclassification.

Core Responsibilities

Attorney & Account Management

· Conduct weekly meetings with partnering attorneys to review:

o current caseload status

o drops and voids

o classification accuracy

o treatment continuity issues

· Review and present weekly mutual spreadsheet performance and retention metrics.

· Escalate systemic gaps or repeat drop reasoning to leadership with recommendations.

Audit Oversight

· Lead full audit review of all attorney-classified drops.

· Identify patterns of:

o wrongful termination of treatment cases

o classification inaccuracies

o non-responsive firms

o delays in medical approvals or lien disputes

· Prepare weekly audit reports summarizing:

o save opportunities

o misclassified drops

o trends in firm-based friction

o recoverable referrals

Client Relations & Escalation

· Serve as point of contact for high-risk or dissatisfied clients to protect firm and provider relationships.

· Ensure compliance with boundaries: no legal advice, no settlement guidance.

· De-escalate without exposing ownership or clinical teams.

Affiliate & Medical Coordination

· Conduct weekly reviews with affiliate medical partners:

o treatment adherence

o missed-appointment patterns

o reporting compliance

o incomplete or late documentation

· Flag all clinics or firms failing to update treatment logs.

Data & Reporting

· Maintain retention tracking across:

o Problem Portal

o Google Sheets

o shared KPI dashboards

· Ensure:

o daily case updates

o treatment visit entries

o drop reasons accuracy

o follow-up status

Performance Strategy

· Diagnose root causes behind drops and retention failures.

· Build monthly corrective plans based on:

o attorney friction trends

o clinic compliance failures

o repeated client disengagement reasons.

KPIs

· % of attorney drops reversed or saved

· reduction in wrongful drops

· treatment continuation rate

· weekly audit accuracy scoring

· documented follow-up compliance

improvement in attorney cooperation % by firm

Required Qualifications

· Bilingual (English/Spanish)

· Strong analytical experience with case auditing or legal ops

· 3–5+ years account management in:

o personal injury

o medical-legal integration

o retention operations

· Advanced Google Sheets / CRM proficiency

· Experience handling escalations and law-firm facing communications

· Strong boundary management and professionalism under pressure

Competencies

· Zero-deflection accountability

· Investigative problem solving

· Ability to handle high-escalation clients without emotional absorption

· Impeccable documentation discipline

· Calm, executive communication