Referral Specialist

Pond Lehocky Giordano Inc.; Philadelphia (Philadelphia County); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Pond Lehocky Giordano Inc. in Philadelphia, PA is seeking a Regional Director of Referrals to manage our regional referral network, own relationships with partner firms, and expand the network through new alliances in the legal sector.

The hybrid role requires strategic account management across multiple firms and a focus on performance metrics. You'll drive monthly performance cadences, set expectations, and reallocate cases to optimize conversions while ensuring fee agreements and client

Qualifications

• 5+ years owning a book of external accounts with conversion or revenue responsibilities.
• Ability to hold senior people accountable and communicate hard messages.
• Data fluency and the ability to interpret performance dashboards.
• Experience with case management and CRM systems is a plus.
• Willingness to travel to partner firms.

Responsibilities

• Manage a book of partner firms across an assigned region.
• Set and communicate performance expectations for each account with cadence.
• Run monthly cadence; weekly for the largest accounts.
• Diagnose underperformance and reallocate volume accordingly.
• Onboard partners onto Case Xchange and drive live integrations.
• Ensure fee agreements and client documents are up to date.
• Push for electronic payments and escalations when needed.

Skills

Book of accounts ownership

Accountability

Data fluency

CRM systems knowledge

Willingness to travel

Tools

Case management systems

Job description

Regional Director of Referrals (Hybrid, Philadelphia, PA)

About the Company

Pond Lehocky Giordano is the largest workers' compensation and Social Security disability law firm in the country. Every day, clients contact PLG for legal representation across a broad range of injuries, including some case types and jurisdictions where we don't practice law. We work with a network of over 500 referral partners across the country to ensure every client is represented by the best possible attorney.

About the Role

We are seeking a Regional Director to help manage the referral network, own relationships with partner firms, establish new relationships to expand the network, and advise leadership on how partners are performing. This is an account management role. The Regional Director manages relationships with a performance baseline, a regular meeting cadence, documented expectations, and the authority to recommend moving volume when a partner underperforms.

Responsibilities

• Partner firm performance
• Carry a book of partner firms across an assigned region
• Set and communicate performance expectations for each account: time to first contact, time to sign, conversion rate, and status reporting
• Run a standing performance cadence with each account (monthly at minimum, weekly for the largest accounts)
• Diagnose why an account converts below benchmark (intake capacity, case type fit, staffing, contact speed)
• Recommend reallocation of volume away from persistent underperformers and toward accounts that convert
• Warm transfer conversion
• Move assigned accounts off cold, emailed hand-offs and onto live warm transfers
• Negotiate the operational details that make warm transfers work: coverage hours, a dedicated line and named contact, a transfer script, and a fallback path when the partner does not pick up
• Own warm transfer adoption inside your book and the conversion delta it produces
• Fee agreement and compliance hygiene
• Ensure a current, executed referral fee agreement is on file for every account before cases are sent
• Ensure client retainers and closing statements are uploaded with each case signed / settled
• Escalate any account operating outside of department policy
• Status and receivable discipline
• Ensure case statuses are up-to-date and accurate
• Work aging referrals without status updates
• Identify matters that resolved without a fee received
• Onboard assigned partners onto Case Xchange (referral platform) and drive live integrations with their case management systems
• Hold partners to updating status in the platform rather than by phone and email
• Push partner firms to adopt electronic payment vs paper check

Qualifications

• 5+ years owning a book of external accounts, partners, or channel relationships, with accountability for a conversion or revenue number. Legal, healthcare, insurance, or another referral-driven industry is a plus
• Demonstrated comfort holding senior people accountable. This role tells law firm partners their numbers are below benchmark and asks them to change how they operate
• Data fluency: able to walk a partner through their performance dashboard
• Working knowledge of case management and CRM systems a plus
• Clear, direct written and verbal communication. Most of this job is a conversation that has to stay collaborative while carrying a hard message
• Willingness to travel to partner firms
• Not required: a JD, a bar license, or prior law firm employment.

Required Skills

• 5+ years owning a book of external accounts, partners, or channel relationships
• Demonstrated comfort holding senior people accountable
• Data fluency
• Working knowledge of case management and CRM systems
• Willingness to travel to partner firms

Preferred Skills

• Experience in legal, healthcare, insurance, or another referral-driven industry
• Working knowledge of case management and CRM systems