[Hiring] Referral Clerk Manager @PPLSI

Role Description

The Referral Clerk Manager plays a vital leadership role in coordinating and optimizing the referral process, ensuring that members are efficiently and accurately connected with the right referral attorney. This role requires a unique blend of operational oversight, people management, and relationship-building skills to maintain smooth day-to-day operations while driving continuous improvements in service delivery.

• Provides direction, training, and mentorship to staff.
• Establishes clear workflows, monitors productivity, and maintains quality standards.
• Serves as a central liaison between members, referral attorneys, and provider law firms.
• Manages conflict referrals and addresses member needs with a solutions-oriented approach.
• Expands and strengthens the referral attorney network.
• Evaluates member experiences and identifies opportunities for process improvements.

Qualifications

• High School Diploma required.
• 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.
• Proven experience in team management, operations, or legal services, preferably within a referral or professional services environment.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal skills.
• 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.

Requirements

• Regular and predictable attendance and punctuality is required.
• Prolonged periods sitting or standing at a desk and working on a computer.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Company-paid short-term disability and basic life and AD&D insurance.
• 401(k) retirement plan with company match.
• Paid time off, paid holidays, paid sick leave, and paid parental leave.
• LegalShield and IDShield membership plans.
• Quarterly bonus based on company and individual performance.