Case Manager- hybrid Glendale, AZ

Case Manager

Appeals/Operations

Hybrid

Full Time

Remote/In-Office Policy

About Southwest Law Firm:
Southwest Law Firm is a veteran-led organization built on the principle of veterans helping veterans. Our work is driven by purpose we exist to serve those who have served by guiding them through complex legal processes and helping them secure the benefits theyve earned.

We hold ourselves to a high standard of integrity accountability and attention to detail. Every role on our team plays a critical part in building strong cases and delivering meaningful outcomes for our clients.

At Southwest Law Firm youre not just joining a company youre joining a mission-focused team that values discipline collaboration and continuous improvement.

Job Description Overview:
The Case Manager oversees the full lifecycle of each clients case ensuring it progresses efficiently accurately and in alignment with the firms legal strategy. This role serves as the central point of accountability for case movement internal coordination and overall case quality.

Role Function:
The Case Manager is responsible for managing both the case and the team supporting it. They ensure that every stage from initial review through evidence development and submission is executed properly and on time. This includes supervising key team members and maintaining alignment between case strategy development and client communication.

Key Responsibilities:

• Oversee the progression of all assigned cases from intake through Final Decision
• Manage timelines deadlines and key case milestones to ensure forward movement
• Review case status regularly and identify risks delays or gaps
• Ensure all work aligns with firm strategy and VA requirements
• Supervise and direct the Case Development Specialist ensuring:
• Evidence is properly identified gathered and developed
• Gaps in documentation are addressed with a clear plan
• The case is being built to its strongest possible position
• Oversee the Client Advocate ensuring:
• Clients receive consistent accurate and timely communication
• Expectations are clearly set and maintained
• Any client concerns are addressed quickly and professionally
• Act as the internal decision-maker on case direction and next steps
• Ensure all documentation submissions and records meet firm standards for quality and completeness
• Maintain accountability across the team to keep cases moving forward

Core Competencies:
Leadership accountability organization strategic thinking communication and attention to detail.

Key Performance Indicators (KPIs):

Case Progression & Timeliness

• Maintain consistent forward movement across all assigned cases
• Meet or exceed internal deadlines and milestone targets (95% on-time completion)
• Minimize case stagnation and delays

Case Quality & Readiness

• Ensure cases are complete accurate and submission-ready
• Minimize errors rework or missing documentation
• Maintain high internal case quality standards

Evidence Development Oversight

• Ensure all identified evidence gaps are addressed
• Maintain efficient turnaround times for evidence collection
• Align developed evidence with overall case strategy

Team Performance & Accountability

• Ensure team members complete tasks on time and at a high standard
• Maintain clear direction ownership and accountability across roles
• Minimize escalations due to missed tasks or lack of follow-through

Client Communication (via Client Advocate)

• Ensure timely and consistent client communication (within 24 hours)
• Maintain a high level of client satisfaction and engagement
• Ensure all client interactions are documented and aligned with case progress
• Handle Client Escalations from Case Development Specialists and Client Advocate

Case Outcomes (Long-Term Performance)

• Contribute to strong well-developed cases that support favorable outcomes
• Reduce preventable issues such as incomplete or unsupported claims
• Ensure each case is positioned for the strongest possible result

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance