Bilingual (English/Spanish) Plaintiff Personal Injury Reduction Team Lead (Miami Lakes, FL)

Key Responsibilities

• Lead, mentor, and support a team of Reductions Specialists to meet daily and monthly performance goals.
• Provide real-time coaching, feedback, and performance guidance based on KPIs and case reviews.
• Carry out regular team huddles and one-on-ones to reinforce accountability and address challenges.
• Aid in onboarding and training new team members on reductions processes and best practices.

KPI & Performance Management

• Maintain and monitor team performance metrics including case volume, turnaround times, negotiation outcomes, and closing timelines.
• Identify performance gaps and implement corrective actions or escalate trends to management.
• Ensure adherence to firm-wide service standards (e.g., timely submission of reductions, follow-ups, and case progression).
• Support workload balancing to maintain productivity and efficiency across the team.

Operational Execution & Oversight

• Oversee the reductions workflow from assignment through settlement completion.
• Ensure accuracy and completeness of case documentation, negotiation logs, and financial records.
• Review complex or escalated files and provide guidance on negotiation strategy.
• Reinforce adherence to standard operating procedures (SOPs) and compliance requirements.

Process Improvement & Collaboration

• Identify workflow inefficiencies and recommend process improvements to management.
• Partner with Intake, Medical Management, and Senior Case Management teams to ensure smooth case handoffs.
• Support implementation of workflow enhancements, automation, and quality control measures.

Client Experience & Quality Assurance

• Ensure clients receive timely updates and clear explanations of settlement and reduction outcomes.
• Maintain high standards of professionalism, empathy, and communication.
• Monitor quality of client interactions and documentation for consistency and accuracy.

Qualifications

• 3–5+ years of experience in personal injury law, reductions, or a high-volume legal/financial operations environment.
• Proven experience owning the full reductions lifecycle (from assignment through settlement closure).
• Strong experience negotiating medical bills, liens, and provider balances.
• Demonstrated ability to coach, mentor, or lead team members (formal or informal leadership).
• Experience working in a KPI-driven, performance-based environment.
• Proficiency in Litify (Salesforce), Excel, and case management systems.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Bilingual (English/Spanish) required.
• Ability to work on-site in Miami Lakes in a fast-paced environment.

Preferred

• Prior experience as a Team Lead, POD Leader, or Supervisor in a personal injury or legal operations setting.
• Experience managing team KPIs, dashboards, or performance reporting.
• Experience in training, onboarding, or developing team members.
• Experience reviewing or preparing settlement closing statements.
• Knowledge of PIP verification, provider reconciliation, and balance auditing.
• Experience collaborating cross-functionally with multiple production teams.
• Exposure to process improvement, SOP development, or workflow optimization.

Key Competencies

• Coaching & Accountability: Drives team performance through consistent feedback and follow-up.
• KPI & Data-Driven Mindset: Uses metrics to identify trends and improve outcomes.
• Negotiation Expertise: Provides guidance on complex reductions and escalations.
• Quality Control: Ensures accuracy in documentation, balances, and settlement processes.
• Process-Oriented Thinking: Reinforces SOPs and identifies workflow improvements.
• Client-Centric Approach: Maintains high standards of service and communication.
• Collaboration: Works effectively across departments to ensure seamless case flow.
• Execution Focus: Leads by example and supports the team during high-volume periods.