Audit & Retention Account Manager
30 days ago
Miami
Job DescriptionDescription: Overview We are seeking a strategic and analytical Audit & Retention Account Manager to oversee all retention performance, attorney auditing, and lifecycle continuity from onboarding through treatment completion. This role acts as the liaison between our internal Retention Team, affiliate medical providers, and partnering law firms to ensure accuracy of case classifications, prevent wrongful drops, and sustain long-term client engagement. The ideal candidate is bilingual, data-driven, law-firm facing, and capable of leading both retention execution and audit oversight with zero tolerance for data gaps or misclassification. Core Responsibilities Attorney & Account Management • Conduct weekly meetings with partnering attorneys to review:, • current caseload status, • drops and voids, • classification accuracy, • treatment continuity issues, • Review and present weekly mutual spreadsheet performance and retention metrics., • Lead full audit review of all attorney-classified drops., • Identify patterns of:, • wrongful termination of treatment cases, • classification inaccuracies, • non-responsive firms, • delays in medical approvals or lien disputes, • Prepare weekly audit reports summarizing:, • save opportunities, • misclassified drops, • trends in firm-based friction, • Oversee Retention Specialists and act as final escalation point., • Develop corrective strategies for at-risk clients before they fall off treatment., • Ensure compliance with boundaries: no legal advice, no settlement guidance., • Conduct weekly reviews with affiliate medical partners:, • treatment adherence, • missed-appointment patterns, • reporting compliance, • incomplete or late documentation, • Maintain retention tracking across:, • Problem Portal, • Google Sheets, • shared KPI dashboards, • Ensure:, • daily case updates, • treatment visit entries, • drop reasons accuracy, • Diagnose root causes behind drops and retention failures., • Build monthly corrective plans based on:, • attorney friction trends, • clinic compliance failures, • repeated client disengagement reasons. Requirements: Required Qualifications • Bilingual (English/Spanish), • Strong analytical experience with case auditing or legal ops, • 3–5+ years account management in:, • personal injury, • medical-legal integration, • retention operations, • Advanced Google Sheets / CRM proficiency, • Experience handling escalations and law-firm facing communications, • Zero-deflection accountability, • Investigative problem solving, • Ability to handle high-escalation clients without emotional absorption, • Impeccable documentation discipline, • % of attorney drops reversed or saved, • reduction in wrongful drops, • treatment continuation rate, • weekly audit accuracy scoring, • documented follow-up compliance, • improvement in attorney cooperation % by firm