Position Summary

The Attorney Support Manager supervises the performance, productivity, and operational effectiveness of the Medical Records and Investigations departments within the Plaintiff Department. This role is directly accountable for ensuring that both departments meet established service-level expectations, Key Performance Indicator targets, and document acquisition timelines necessary to support the progression of client cases.

This position oversees the acquisition of medical records, FOIA materials, insurance information, accident-party information, and other key evidentiary documentation used in the processes for effective and impactful plaintiff case management. The role ensures all the documentation needed for settlement demands is obtained timely, accurately, and in accordance with legal and operational requirements.

The Attorney Support Manager is expected to actively diagnose workflow issues, identify root causes of delay, implement corrective action, and prevent recurring operational breakdowns. This role requires strong ownership of departmental output, staff accountability and engagement, productivity management, vendor escalation, and continuous process improvement. This role both teams and reports to the Director of Plaintiff Support.

The Attorney Support Manager is expected to conduct regular weekly check-ins with the team to review department priorities, workload status, KPI progress, aging items, escalations, and barriers affecting timely completion of work. This role also holds recurring bi-weekly one-on-one meetings with direct reports to review individual productivity, provide coaching, address performance concerns, reinforce expectations, and ensure each employee understands how their work contributes to departmental outcomes.

Key Responsibilities

• Own the daily performance, productivity, and output of the Medical Records and Investigations departments.
• Ensure both departments consistently meet established KPIs, service-level agreements, and turnaround-time expectations.
• Manage, coach, and hold accountable a team of Records Retrieval Specialists and Investigators.
• Monitor individual and departmental productivity to ensure work is completed timely, accurately, and in alignment with department expectations.
• Identify performance gaps, workflow delays, and recurring operational issues within both departments.
• Diagnose the root cause of missed deadlines, delayed document acquisition, vendor issues, staff productivity concerns, or process breakdowns.
• Implement corrective actions to resolve operational issues and prevent recurring delays.
• Accountable for departmental output, including KPI performance, aging requests, overdue items, escalations, staff productivity, and vendor-related delays.
• Use reporting and data tracking to evaluate department performance, identify trends, and drive operational decisions.
• Follow through on escalated matters involving delayed document release, outside vendors, medical vendors, insurance companies, and third-party processors.
• Proactively intervene when cases, requests, vendors, or employees are trending outside expected timelines.
• Develop, refine, and enforce department processes that improve efficiency, consistency, accountability, and turnaround times.
• Document and monitor department expenses and identify cost-related trends or concerns.
• Partner with attorneys and case managers to ensure documentation needs are understood and department priorities align with case progression needs.
• Communicate with medical vendors, insurance companies, government agencies, and outside vendors to resolve barriers to document release.
• Ensure department practices support legal compliance, accurate documentation, and timely case movement.

Required Education / Experience

• Legal support experience required, along with demonstrated team leadership experience. 

Preferred Experience 

• Experience with medical records retrieval processes preferred.
• Experience with investigation processes in civil litigation matters preferred.
• Familiarity with plaintiff-side case support workflows strongly preferred.
• Experience coordinating with vendors, medical providers, insurance companies, or outside agencies preferred.

Work Environment:

Work Hours:

Monday – Friday 8:30am – 5:30pm

Mobility:

Primarily sedentary, able to sit for long periods of time.

Physical Demands:

Ability to speak, see and hear other personnel. Ability to communicate both in verbal and written form. Capable of using a telephone and computer keyboard. Able to lift up to 10 pounds. Ability to travel within the facility and to other locations as required.   

Work authorization/security clearance requirements

Authorized to work in the United States.

Affirmative Action/EEO statement:

The Jeffcoat Firm is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.