Client Support Manager - Onsite

Call 4 Health is launching a dedicated legal intake support team (Onsite) for Personal Injury and Mass Tort matters. This position is separate from our medical call center operations and focuses on claimant communications, accurate documentation, and structured case handoffs.

Position Summary

The Client Support Team Manager provides day-to-day leadership and accountability for the PI and Mass Tort intake function and the overall claimant experience. This role brings full working knowledge of the end-to-end case lifecycle—from initial intake through case management handoff and downstream milestones—and ensures consistent, compliant execution through performance management, coaching, training oversight, and operational readiness. This role will lead the program through its full maturity cycle—from initial inbound triage through expanded inquiry resolution and outbound workflows—ensuring the team scales with consistent quality, compliance, and claimant experience.

Essential Functions

• Team leadership & accountability: Lead, coach, and develop a team of Client Support Specialists and a Working Lead/Team Lead; set expectations and drive consistent performance.

• End-to-end lifecycle oversight: Ensure accurate intake, documentation quality, timely escalations, and clean handoffs; maintain consistency as program needs evolve.

• KPI/QA performance management: Own team performance metrics (e.g., QA scores, documentation accuracy, adherence, productivity, responsiveness, claimant experience indicators) and implement action plans to improve results.

• Training & readiness: Oversee onboarding, skill validation, coaching cadence, and calibration; ensure staff are trained and capable before independently handling complex call types.

• Escalation management: Serve as the escalation point for complex or sensitive claimant interactions and compliance concerns; ensure resolution within required timelines and documented outcomes.

• Corrective action authority: Identify performance/compliance issues, investigate as needed, and make final decisions on corrective actions in partnership with HR and leadership.

• Process and workflow improvement: Refine scripts, workflows, and documentation standards; drive continuous improvement based on call drivers, QA findings, and program feedback.

• Coverage and continuity: Partner with the Team Lead to maintain coverage during peak hours; address gaps, absenteeism trends, and continuity planning to protect service levels.

• Program scaling & readiness: Own the operational build-out and ongoing evolution of the intake program (people, process, training, scripts, QA/KPI governance, and escalation structure) to ensure the team is prepared as volume and scope increase.

• Confidentiality & compliance: Maintain strict confidentiality, adhere to required disclosures and documentation protocols, and ensure staff operate within scope (no legal advice; appropriate escalation pathways).

Role Development (Program Growth)

• Evolving the function from basic inbound triage to broader inquiry resolution, improving first-contact resolution and overall service quality.

• Building and standardizing inbound/outbound workflows and handoff procedures to improve control, visibility, and consistency across case types.

• Expanding post-intake outreach (“welcome”/follow-up calls) and post-retainer communication workflows as applicable to program scope.

• Implementing repeatable operating rhythms—training, calibration, QA/KPI reviews, and coaching—so the team performs reliably at higher volume and complexity.

Leadership Expectations

• Establish clear standards, reinforce accountability, and maintain a coaching culture focused on claimant experience, accuracy, and compliance.

• Use performance data proactively; recognize strong performance and address gaps early.

• Communicate effectively across teams; document key decisions, escalations, and performance actions.

Knowledge, Skills, and Abilities

• Strong people leadership skills with experience coaching to KPIs/QA in a high-volume intake/call environment.

• Working knowledge of PI and Mass Tort intake and case handling concepts; able to guide staff through complex scenarios.

• Excellent judgment, escalation management, and de-escalation skills.

• Strong documentation skills; comfortable with CRMs/case management tools and reporting dashboards.

• Ability to build repeatable processes and improve workflows; organized, detail-oriented, and execution-focused.

Minimum Qualifications

• High school diploma or equivalent (Bachelor’s preferred).

• 3+ years experience supporting PI and/or Mass Tort intake or case management workflows (law firm, legal intake, or claims environment required), with KPI/QA accountability and high documentation standards.

• 2+ years people leadership experience (supervising, leading teams, coaching, performance management).

• Demonstrated ability to manage escalations and drive measurable performance improvement.

Preferred Qualifications

• Experience in legal intake, personal injury, insurance claims, Mass Tort, or case management environments.

• Bilingual (Spanish/English); proficiency may be assessed.

• Experience building or scaling a new program/team (training, workflows, quality standards).

Work Environment & Physical Demands

In-office environment with prolonged sitting and frequent computer/phone use; requires sustained focus, multi-tasking, and managing competing priorities.

Disclaimers / EEO

Calls and system activity may be monitored/recorded for QA, training, and compliance. This job description is not an employment contract; duties may change based on business and client program needs. Call 4 Health is an Equal Opportunity Employer