Network Development Manager – Referral Attorney Tier

📋 Description

• • As the Network Development Manager for the Referral Attorney Tier at LegalShield, you will play a pivotal role in expanding and enhancing our nationwide network of attorneys. This network is crucial for supporting our members with legal matters that fall outside the scope of our primary Provider Firms, including handling conflicts of interest and specialized legal needs.
• • Your primary responsibility will be to identify, vet, onboard, and cultivate strong relationships with high-caliber attorneys. A key aspect of this role involves identifying top-performing referral attorneys and guiding them towards advancement to Provider Firm status when appropriate, thereby strengthening our core service delivery.
• • This position uniquely blends strategic business development with meticulous compliance and proactive relationship management. You will leverage data analytics to pinpoint geographical and practice area coverage gaps within our existing network, strategically recruit attorneys who align with LegalShield's mission, and ensure they meet our stringent credentialing and quality standards.
• • You will be instrumental in streamlining the credentialing process, aiming for greater automation and efficiency. Furthermore, you will develop and implement scalable systems designed to support LegalShield's continuous growth and evolving service delivery models.
• • The role demands a proactive approach to network recruitment. You will actively seek out new, forward-thinking attorneys who are open to embracing technology and innovative approaches to legal practice, such as AI automation. This involves utilizing a variety of sourcing methods, including industry events, legal trade groups, your professional network, and external resources like Google, Justia, and State Bar directories.
• • A significant part of your role will involve nurturing the Referral Attorney Development Pipeline. This includes cultivating relationships with existing referral attorneys, analyzing their performance metrics and case types, and identifying potential candidates for promotion to Provider Firm status. You will run reports to track attorney activity, leveraging data points such as Net Promoter Score (NPS) and Member Satisfaction (MSAT) to inform your development strategies.
• • You will create and champion a clear pathway for high-performing referral attorneys to transition into Provider Firms, acting as their advocate within the organization.
• • A critical focus will be on Attorney Quality and Customer Experience, driving process development and modernization. This involves formalizing and updating credentialing standards and processes to ensure consistent professional competence across the entire referral network.
• • You will develop and refine measurable benchmarks for customer service and responsiveness, enhancing existing metrics like NPS to ensure a high-quality client experience for LegalShield members.
• • Collaboration with the manager of training and communication is key to developing and deploying training programs focused on enhancing attorney communication skills, empathy, clarity, and trust-building – often referred to as "bedside-manner" skills.
• • You will be responsible for driving and measuring the adoption of these training programs across the Referral Attorney network.
• • The goal is to integrate credentialing, service processes, and interpersonal excellence into a cohesive, scalable, and repeatable model that consistently delivers exceptional member experiences.
• • You will also own the Referral Attorney Onboarding and Referrals Administration processes. This includes managing the entire onboarding journey for new Referral Firms and providing ongoing support and advocacy to help them succeed within the LegalShield network.
• • You will oversee the internal referral process at LegalShield, ensuring seamless handoffs between referral attorneys and Provider Firms, monitoring service delivery quality, and contributing to overall member satisfaction.
• • Furthermore, you will actively participate in and, where appropriate, lead build-versus-buy decisions related to referral processes and technologies. Working closely with the VP of Lawyer Services, you will help scope, onboard, and ensure the successful implementation of new referral processes internally.
• • You will also collaborate with internal stakeholders, including legal and product teams, to integrate Referral Attorneys into new business processes or entities as LegalShield explores innovative delivery models.
• • You will serve as the primary owner and administrator for referral management tools, monitoring their performance, user adoption, and identifying opportunities for enhancement.
• • This role offers significant autonomy and the opportunity to make a tangible impact on democratizing legal services for millions of people, aligning with LegalShield's 50+ year mission.