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As the primary supervisor of the referral team, the Lead Referral Clerk provides direction, training, and mentorship to staff, ensuring team members are well-prepared to manage referral requests with speed, accuracy, and professionalism. By establishing clear workflows, monitoring productivity, and maintaining quality standards, this role ensures the department operates at peak efficiency.
Beyond team leadership, the Lead Referral Clerk serves as a central liaison between members, referral attorneys, and provider law firms. This includes managing conflict referrals, identifying and resolving potential conflicts of interest, and addressing member needs with a solutions-oriented approach. The position demands strong judgment and discretion to ensure that sensitive legal matters are handled with integrity and confidentiality.
Additionally, the Lead Referral Clerk is responsible for expanding and strengthening the referral attorney network. This includes supporting recruitment and onboarding initiatives, fostering professional relationships, and ensuring that referral attorneys meet the service standards of the organization. The role also plays a key part in evaluating member experiences and identifying opportunities for process improvements that enhance overall satisfaction.
Ultimately, the Lead Referral Clerk ensures that the referral program runs with consistency, fairness, and a commitment to excellence. Through strong leadership, operational diligence, and member-centered service, this role contributes directly to the organization’s ability to deliver accessible, high-quality legal support to its members.Responsibilities:
Performance Outcomes
Leadership & Team Management
Manage and oversee the team responsible for referral operations.
Provide effective leadership and organizational direction to ensure team efficiency and alignment with departmental goals.
Train and support new staff members to ensure successful integration and performance.
Develop, maintain, and monitor team schedules to ensure adequate coverage and operational effectiveness.
Referral Operations
Process and complete conflict referrals in a timely and accurate manner.
Collaborate with provider law firms to identify and resolve conflicts of interest.
Member & Attorney Relations
Collaborate with members to address service needs and ensure satisfaction.
Recruit and onboard referral attorneys as needed to support network growth and service quality.
Assess member needs and implement solutions to ensure a high standard of service delivery.
Education, Knowledge, and Experience
High School Diploma .
Bachelor's degree in business administration, Legal Studies, or a related field; equivalent experience may be considered.
Minimum: 2-3 years of experience in administrative support, legal services, or referral operations, with at least 1–2 years in a leadership or supervisory role.
Preferred: 3-5 years of progressively responsible experience in a legal services, call center, or client relations environment, including direct oversight of staff, training, and workflow management.
Proven experience in team management, operations, or legal services, preferably within a referral or professional services environment.
Strong leadership and organizational skills with the ability to motivate and guide staff.
Excellent communication and interpersonal skills for effectively working with members, attorneys, and law firms.
Ability to handle conflict resolution with professionalism and sound judgment.
Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Office Suite and related case or referral management systems.
Strong problem-solving skills and a member-focused approach to service delivery.
FLSA Status
Exempt
Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, this position operates in a professional office environment.
Regular and predictable attendance and punctuality is .
Prolonged periods sitting or standing at a desk and working on a computer.
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
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