Case Director

The role is to develop, market, educate, communicate and maintain “The Robison Group” investigative service lines to potential and existing customers within the insurance, legal defense, self-insured, railroad and third party administrative markets.

Manage all aspects of case assignments from client inception through billing to ensure requirements are delivered.

Obtain assignment from client through all forms of communication and send to case intake.

Consult client regarding investigative referrals and provide additional investigative recommendations for best-case outcome.

Communicate client approved plan for surveillance/investigation for best-case outcome.

Communicate with FOM’s regarding case updates.

Provide detailed case updates and recommendations on how to proceed to our client.

Review all case files, reports and video links for quality and assurance under my purview.

Upon the completion of quality and assurance review, distribute final report and invoice.

Communicate ongoing client requirements to operations and support all aspects of case management with the field.

Communicate effectively the client standards and expectations when necessary.

Communicate effectively the client standards and expectations with Field Operation Managers.

Job shadowing and cross training within the operations environment.

Weekly conference call with Field Operation Managers to discuss status update regarding Client Service offerings.

Responsible for new customer acquisition and development of ongoing case management process.

Work with corporate office on client matrix.

Research and qualify potential new accounts and customers

Make contact and follow up with prospects by emails, telephone calls and in person visits.

Schedule presentations with prospective accounts and follow up.

Increase the exposure of The Robison Group by attending non-client third party conferences, joining professional associations and interacting with our peers.

Provide all levels of ongoing management and support to existing clients while maintaining standards and requirements set forth in service agreements.

Provide performance metrics to clients on a regular basis demonstrating a high level of efficiency.

Schedule presentations with existing clients.

Attempt to increase caseload and sales with current customers.

Conduct productive visits with clients.

Provide timely detailed updates regarding case outcome to our customers.

Perform consistent communication with clients by emails, telephone calls and in person visits.

Follow up with clients regarding closed files determining disposition and additional investigative work.

Stay informed and maintain knowledge on current client and competitor standings within the industry.

Oversee duties and responsibilities for staff reporting to case director and as it relates to case management functions.

Direct Case Manager in overseeing handling of cases, this may be scheduling, start times, questions asked by FOM’s, making sure FOM’s follow directives and tracking results.

Resolve quality and billing issues that arise with accounts.

Manage all ongoing administrative duties required by intercompany departments.

Weekly Case Director conference calls.

Communicate with clients on past due invoices.

Review your financials and other reports as needed on a weekly basis.

Required reporting to Clients.

Expense and other corporate required reporting.

Communicate effectively to “The Robison Group” colleagues regarding client expectations, objectives, budgets and service standards.

Build, maintain and oversee a stronger business relationship with current accounts, clients and prospective customers with effective communication regarding service offerings, location and pricing.

Increase surveillance, SIU, desktop and all other lines of service offerings with prospective/current clients.

Laptop, smartphone, fax machine, email, high speed Internet.

Customer Relationship Management Software to measure the company’s…