Understanding the Referral Process: A Step-by-Step Guide

Referral Process Overview

• The referral process prioritizes clients' best interests, from case evaluation to selecting referral partners.

Case Evaluation

• Case manager and medical doctor present the case to Justin for initial approval.
• Approval is required before proceeding with the referral request.

Referral Request and Processing

• Upon approval, the referral request is filled out and processed.
• The referrals department, led by Yazmin and Juan Manuel, organizes the case based on SOL, tier, and case value.

Establishing Communication

• Carlo and Raymond select potential attorneys for the case.
• Once a positive response is received, preparations to inform the client begin.

Client Communication Strategy

• Discuss the delicate balance between transparency and maintaining client confidence.
• The Case Manager plays a crucial role in managing client expectations and trust throughout the referral process.

Considerations for Referring Out Clients

• Three key factors to consider when referring clients: case value and complexity, specific expertise, and prioritizing the client's best interests.

Case Value and Complexity

• Example: A client suffers severe injuries from a slip and fall at a retail store, leading to complex liability issues and significant long-term impacts on their work life.

Expertise and Specialization

• Example: A client with a rare medical condition exacerbated by an accident is referred to an attorney with specific experience in that medical field.

Client's Best Interest

• Example #1: Referring cases with high medical expenses to attorneys known for securing large settlements.
• Example #2: Cases likely to go to trial are referred to trial lawyers with a track record of courtroom success.

After the Referral Request

• The Case Manager's role doesn't end with sending the referral request.
• They must ensure the client is comfortable and informed until the case is fully transferred.
• Seamless communication between the Case Manager, referrals department, and the client is crucial for maintaining trust and confidence.

Key Points to Consider

• Client Trust and Transparency: Emphasize the strategy for maintaining client trust and transparency throughout the referral process.
• Selection Criteria for Referring Attorneys: We make a careful selection of referring attorneys based on expertise and past success.
• Follow-up Procedures: Outline how the firm stays informed on the case's progress and outcomes after referral.
• Feedback Loop: Establish a process for receiving feedback from both the client and the referred attorney post-referral to continuously improve the referral process.

Enhance your knowledge of the referral process, from case evaluation to selecting referral partners, all while prioritizing clients' interests. Explore steps such as case evaluation presentation, approval for referral, and sorting and assignment.