Referral & Relationship Specialist

Responsibilities

• Track all incoming referrals in the appropriate system, including Law Ruler, Prevail, spreadsheets, and any future CRM or case management platform.
• Ensure the referral source is accurately captured for each applicable lead or case.
• Work with intake and case teams to confirm referrals are routed appropriately.
• Help create a consistent process for notifying the proper team when a referral is received.
• Identify gaps in the current referral process and recommend improvements.
• Review leads and referral data to determine whether stronger referral opportunities exist.
• Help reduce human error and unnecessary touchpoints by recommending automations and workflow improvements.
• Use current tools effectively while helping prepare for future system changes.
• Carefully coordinate with current team members involved in referral tracking and follow-up to ensure a smooth transition of responsibilities, where appropriate.
• Serve as a point person for team questions about where to send potential outgoing referrals.
• Maintain and refine a list of trusted referral partners by case type and practice area.
• Track outgoing referrals, including where the case was sent, who referred it, and whether follow-up is needed.
• Help determine which referral partners are performing well and which relationships should be reconsidered.
• Work with leadership to ensure referrals are distributed thoughtfully and strategically.
• Confirm referral partners understand that DLG and/or MAA is sending them cases so the firm remains top of mind for future incoming referrals.
• Coordinate follow-up on referred cases, including attorney follow-up where appropriate.
• Help refine which attorneys or firms should receive certain types of cases based on quality, responsiveness, client experience, and relationship strength.
• Support training for intake, case managers, attorneys, and other client-facing roles.
• Create or support simple scripts, checklists, and process guides for referral identification.
• Reinforce the referral process through ongoing reminders, updates, and collaboration with team leads.
• Act as a resource for questions such as, "Is this a case we would take?" or "Who should this be referred to?"
• Help ensure referral awareness is not limited to intake and is understood across all client-facing roles.
• Identify opportunities to increase referral partnerships in the community.
• Help maintain relationships with current referral partners.
• Research potential new referral sources and community partners.
• Carefully coordinate outreach efforts with marketing and leadership.
• Meet regularly with marketing to align referral strategy with broader firm visibility and community outreach.
• Support relationship-building efforts that keep DLG and MAA top of mind with referral partners.
• Track outreach activity and results.
• Help ensure firms receiving referrals from us know we are intentionally partnering with them, which may help encourage reciprocal referrals.
• Look for opportunities to strengthen both incoming and outgoing referral relationships.
• Track referral volume, source, case type, status, conversion, and outcome where available.
• Maintain referral reports for leadership review.
• Identify trends in incoming and outgoing referrals.
• Track revenue tied to referrals where data is available.
• Recommend process changes based on referral data.
• Help establish baseline metrics so the firm can measure improvement over time.
• Prepare regular updates on referral activity, gaps, opportunities, and next steps.
• Aid in transitioning referral tracking into future systems as the firm updates its CRM and case management tools.
• Make the current process as strong as possible with the tools available now while preparing for a better long-term system.

Qualifications

• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with CRM and case management systems.
• Proven ability to build and maintain relationships.
• Proficiency in Microsoft Office Suite.
• Knowledge of social security disability, veterans' disability, and personal injury law is preferred but not required.