Head of Asset Recovery Operations

Director Of Case ManagementThe Director of Case Management is a strategic and operational leader responsible for overseeing the full lifecycle of claims from post-signature through approval and payout. This role ensures that all cases are processed accurately, efficiently, and in compliance with state requirements while meeting monthly filing and approval goals.This position combines hands-on claim processing expertise, team leadership, and process optimization, serving as the central authority for claim execution, quality control, and continuous improvement within RAD.This role carries direct accountability for converting signed claims into filed claims and ensuring that monthly Filing to State Fee targets are consistently achieved.Core ResponsibilitiesCase Management & Execution (Hands-On)Perform Claim Processor duties as needed, especially for complex or escalated casesOversee cases from onboarding ? documentation ? filing ? approval ? payoutEnsure all submissions to state agencies are complete, accurate, and compliantResolve stalled, rejected, or high-risk claimsTeam Leadership, Oversight & TrainingManage Claim Processors and oversee caseload distributionEnsure cases progress according to timeline, quality, and compliance standardsConduct case audits and performance reviewsTrain, onboard, and coach Claim Processors to improve accuracy and efficiencyMaintain and evolve Claim Processing training systems and documentationPipeline Management, Revenue Execution & AccountabilityOwn and be fully accountable for achieving monthly Filing to State Fee targetsEnsure all signed and viable cases are moved efficiently to filingMonitor pipeline health to prevent revenue leakage between Signed ? FiledIdentify risks early and take corrective action to close performance gapsEscalate proactively to COO when additional resources, leads, or support are requiredProcess Optimization & Continuous ImprovementAnalyze pipeline data to identify bottlenecks and inefficienciesImplement process improvements, SOPs, and workflow enhancementsContinuously improve claim lifecycle performance (speed, accuracy, approval rate)Drive operational efficiency to reduce cycle time and increase throughputClient & Conflict ManagementServe as the first line of escalation for claimant concerns and complaintsHandle complex situations including claimant skepticism, heir disputes, and sensitive communicationsResolve issues professionally before escalation to executive leadershipTechnology & Operational EnablementIdentify and implement technology solutions to improve processing efficiency and accuracyEnsure effective use of CRM, automation tools, and document systemsDrive adoption of systems that enhance scalability, visibility, and client experienceKey Performance Indicators (KPIs)Monthly Filing to State Fee vs. targetClaim approval rateAverage processing cycle timeCase accuracy / rejection ratePipeline movement (Signed ? Filed ? Approved)Client satisfaction / complaint resolution time