Referral & Relationship Specialist

Referral & Relationship Specialist

The Referral & Relationship Specialist is responsible for building, improving, and maintaining a firmwide referral process across Disability Law Group, Michigan Auto Accident Attorneys, and related practice areas, including Social Security Disability, VA disability, and personal injury referrals.

This role serves as the point person for incoming and outgoing referrals, ensuring referrals are properly identified, tracked, followed up on, and optimized. The position also supports referral partner communication, firmwide referral awareness, data tracking, and process improvement so the firm can better understand where referrals are coming from, where referrals are going, and how referral opportunities can be increased.

This position has both an operational and relationship-building focus. The right person will be organized, proactive, relationship-focused, comfortable working across departments, and able to identify ways to reduce human error through better processes, systems, and automations.

The Referral & Relationship Specialist will manage and improve the process for referrals coming into the firm from outside sources, internal team members, partner firms, and community relationships.

• Track all incoming referrals in the appropriate system, including Law Ruler, Prevail, spreadsheets, and any future CRM or case management platform.
• Ensure the referral source is accurately captured for each applicable lead or case.
• Work with intake and case teams to confirm referrals are routed appropriately.
• Help create a consistent process for notifying the proper team when a referral is received.
• Identify gaps in the current referral process and recommend improvements.
• Review leads and referral data to determine whether stronger referral opportunities exist.
• Help reduce human error and unnecessary touchpoints by recommending automations and workflow improvements.
• Use current tools effectively while helping prepare for future system changes.
• Coordinate with current team members involved in referral tracking and follow-up to ensure a smooth transition of responsibilities, where appropriate.

The Referral & Relationship Specialist will develop and maintain a consistent process for referring cases out to trusted attorneys, firms, and community partners.

• Serve as a point person for team questions about where to send potential outgoing referrals.
• Maintain and refine a list of trusted referral partners by case type and practice area.
• Track outgoing referrals, including where the case was sent, who referred it, and whether follow-up is needed.
• Help determine which referral partners are performing well and which relationships should be reconsidered.
• Work with leadership to ensure referrals are distributed thoughtfully and strategically.
• Confirm referral partners understand that DLG and/or MAA is sending them cases so the firm remains top of mind for future incoming referrals.
• Coordinate follow-up on referred cases, including attorney follow-up where appropriate.
• Help refine which attorneys or firms should receive certain types of cases based on quality, responsiveness, client experience, and relationship strength.

The Referral & Relationship Specialist will help ensure client-facing team members understand how to identify referral opportunities.

• Support training for intake, case managers, attorneys, and other client-facing roles.
• Help team members recognize referral opportunities, such as when a client mentions an auto accident, VA issue, Social Security issue, or another legal need.
• Create or support simple scripts, checklists, and process guides for referral identification.
• Reinforce the referral process through ongoing reminders, updates, and collaboration with team leads.
• Act as a resource for questions such as, "Is this a case we would take?" or "Who should this be referred to?"
• Help ensure referral awareness is not limited to intake and is understood across all client-facing roles.

The Referral & Relationship Specialist will support the growth of incoming and outgoing…