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

10 Questions

What is the primary objective of the referral process?

To prioritize the clients' best interests in the referral process

What are the three key factors considered when referring clients to attorneys?

Case value, specific expertise, and prioritizing client's best interests

What is the role of the Case Manager in the referral process?

To manage client expectations and trust throughout the referral process

What happens after a positive response is received from a potential attorney?

Preparations begin to inform the client about the referral

What is the role of the Referrals department in the process?

To select potential attorneys to refer the client to

What is the main emphasis of the strategic approach in the referrals process?

Ensuring the client's welfare and pursuit of justice

EXAMPLE: A client suffers from a medical condition that worsens as a result of an accident at a commercial property, leading to a complex case involving disputed liability. To best serve the client's interests, the case is referred to an attorney who has:

Specialized expertise in handling cases involving medical conditions exacerbated by accidents, particularly under commercial policies with disputed liability.

What is an example of ensuring the client's best interest in the referral process according to the presentation?

Referring cases likely to go to trial to trial lawyers with courtroom success records

In the presentation, what is emphasized as essential for preserving trust and confidence throughout the referral process?

Minimizing client stress by carefully managing information disclosure

How can the CM and referrals team improve the referral process continuously?

Establishing follow-up procedures when needed

Study Notes

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.