When I look back on my career journey, the most vivid memories are of the teams I worked with and the managers who led us. I’ve been fortunate to have had some extraordinary leadership models. Shortly after graduating high school, I began working in the emergency room at a local hospital. Anna R. was my supervisor, and her tone and composure in high-pressure situations were remarkable. She was compassionately calming and supportive. In the chaos of an ER, her presence was steadying and inspiring.

At another job working for an oral surgeon in my hometown, I learned how to be a lifelong, passionate learner. Our leader had an unwavering passion for teaching. Every Thursday, we would travel to a satellite office about an hour away. Instead of using this time for casual conversation, she would challenge us with medical terminology quizzes, pushing us to expand our knowledge and skills beyond our roles in the office. This commitment to teaching and mentoring had a profound and lasting impact on me, shaping my understanding of leadership and its role in personal growth.

Reflecting on our journeys, many of us can recall the positive elements of managers, supervisors, and mentors who shaped us into who we are today. Whether we lead ourselves, our families, or our teams, we are all leaders. Along the way, I’ve latched onto leadership traits that have significantly motivated and inspired me.

The Essence of Leadership

Leadership is fundamentally about influence and the ability to inspire and mobilize others towards achieving common objectives. At its core, it is an art, not a position. It transcends titles and hierarchies, manifesting in those who inspire, guide, and galvanize others towards a common goal. In the high-stakes arena of a plaintiff law firm, effective leadership can be a game-changer. It can mean the difference between triumph and disaster, serving as the driving force behind the firm's culture and guiding it through the turbulent waters of legal challenges. Ultimately, it is the key to the firm's success.

It's not confined to a singular approach, but encompasses a spectrum of styles, each with its unique characteristics and effectiveness depending on the context. The essence of leadership lies in its adaptability and its capability to pivot between different methodologies based on the needs of the team and the challenges at hand. Each leadership style offers distinct advantages and potential pitfalls. Understanding these various approaches allows leaders to harness the appropriate style for the situation, ultimately driving success and fostering a positive, productive environment.

Leadership styles can take many forms depending on the work environment: autocratic, transactional, pace-setting, laissez-faire, and more. Over the years, I’ve noticed myself gravitating towards a Servant Leadership style. Robert K. Greenleaf coined the term "servant leadership" in his 1970 essay, "The Servant as Leader." This philosophy and practice emphasize serving others and prioritizing their needs over one's own.

This leadership style is characterized by several key traits:

1. Empathy and Emotional Intelligence: Understanding and managing one's own emotions, as well as showing genuine concern for the well-being of team members. This includes active listening, understanding others' perspectives, and providing support.
2. Mentorship: Humble leaders invest time in developing their team members. They provide guidance, share knowledge, and help others reach their full potential.
3. Focus on the Greater Good: Such leaders are driven by a desire to contribute to the larger mission and goals of the organization rather than personal ambition.

Self-Evaluating Your Leadership Style

Conducting a self-evaluation of your current leadership style can be instrumental in identifying areas of strength and opportunities for growth. This reflective process helps you gain insights into your own behavior and how it impacts your team. Here’s a simple guide to help you assess your leadership style:

Reflect on Recent Leadership Experiences:

• Think about a recent project or situation where you held a leadership role. What was your primary approach?
• How did your team respond to your leadership?

Identify Core Traits:

• Do you prioritize the needs of your team over your own?
• Are you emotionally intelligent and empathetic?
• Do you actively mentor and develop your team members?
• Are you driven by a greater mission beyond personal gains?

Gather Feedback:

• Ask your team members for honest feedback about your leadership style.
• Conduct anonymous surveys to gain candid insights.
• Discuss your leadership approach with a mentor or trusted colleague.

Analyze Outcomes:

• Evaluate the success of your team under your leadership.
• Assess whether the goals were met and how efficiently the team operated.

Adapt and Improve:

• Identify any patterns in the feedback and outcomes you've analyzed.
• Create a plan for enhancing your leadership approach.
• Be willing to pivot your style based on the needs of your team and organization.

By using these steps to self-evaluate your leadership style, you can better understand your impact and continue to develop into a more effective leader.

Knowing and understanding your own leadership style enables you to leverage your strengths and address your weaknesses and natural defaults, ensuring that your approach is effective and adaptable. This self-awareness fosters better communication, stronger relationships, and more cohesive team dynamics. It also allows you to align your actions with your core values, leading to more authentic and consistent leadership.

Evolution of Leadership Styles

Leadership is a dynamic and ever-evolving aspect of professional life. As leaders gain experience and encounter different challenges, their approach to leadership often undergoes significant transformation. Initially, a leader’s style may be heavily influenced by their own personal strengths and the immediate demands of their role. However, as they grow and develop, they begin to appreciate a broader range of perspectives and techniques. This appreciation comes from an increased ability to gauge how their team is responding to their leadership.

Change is intrinsic to effective leadership, especially during times of conflict or chaos. In such moments, leaders often find themselves needing to adapt their style to better serve their team. Whether it involves adopting a more empathetic approach during stressful times or taking decisive action in moments of crisis, the ability to pivot and adjust is crucial. This evolution is supported by ongoing self-reflection, feedback, and a commitment to personal growth. A versatile leadership style not only enhances the leader's effectiveness, but also fortifies the team’s resilience and unity.

Leadership styles change over time due to various reasons:

1. Personal Growth and Development: As individuals gain new experiences, skills, and perspectives, their approach to leadership may evolve. Continuous learning and self-awareness can lead to shifts in leadership styles as leaders adapt and refine their techniques.
2. Changing Context and Environment: Different situations may require different leadership styles. A leader who excels in one context may find that their approach needs to be adjusted in response to organizational, industry, or external environment changes.
3. Feedback and Reflection: Feedback from peers, mentors, or team members can prompt leaders to reassess their style and make adjustments to better meet the needs of their team and organization. Self-reflection and introspection can also lead to insights that drive changes in leadership style.
4. External Influences: Changes in industry trends, technological advancements, regulatory requirements, and societal expectations can all impact leadership styles. Leaders may need to adapt to these external factors to remain effective in their roles.

The journey of leadership is one of continuous evolution and growth. The most effective leaders understand that they must remain open to change and be willing to adapt their styles to meet the evolving needs of their teams and organizations. This openness to growth is not just about adjusting strategies or techniques, but also about embracing a mindset of lifelong learning. The best leaders never stop learning. They seek out new experiences, solicit diverse perspectives, and remain curious about the world around them.

People-Centric Leadership for a Client-Centric Team

Intentionally cultivating a leadership team at your firm that embodies a diverse range of leadership styles is a powerful move. Teams respond more favorably to this diversity because it addresses various needs and preferences among team members, allowing for more inclusive and effective management. A blend of leadership styles enhances the organization’s agility, making it better equipped to navigate complex challenges and innovate. When team members observe a spectrum of leadership styles at the top, it fosters an environment of belonging and motivation, as it reassures them that their unique viewpoints and contributions are valued. This diverse leadership approach strengthens team cohesion and drives higher levels of engagement and productivity, ultimately making the organization more robust and competitive.

There is beauty in every leadership style and great power in developing a keen adaptability and growth mindset and learning to blend different leadership styles. Embracing a variety of perspectives and experiences leads to more creative solutions and effective problem-solving. By exploring and understanding your own leadership style, you contribute to a rich, inclusive environment where innovation flourishes, and everyone can succeed. Seek to uncover your leadership style and join the movement toward a more dynamic and diverse future.

Greetings to all the trailblazers in the dynamic world of plaintiff law firms! From the bustling corner offices to the rigorous trenches of legal work, we are well aware that leading a highly vibrant and diverse team presents its own set of challenges. Navigating the complex landscape of law while fostering a motivating environment for your team can indeed be a tricky endeavor. How do you effectively stoke the flames of motivation to ensure your firm and team not only persist but also blaze forward with unparalleled momentum?

In this blog, we’ll explore some strategies that not only inspire but also drive lasting impact. These innovative solutions have the power to propel our teams toward unprecedented success. We’ll take a closer look at the diversified fabric of team members that make up a successful plaintiff law firm – from the high achievers who are always a step ahead to the ones who might be struggling to keep pace. Understanding that a “one size fits all” approach often falls short in meeting the unique needs of each individual, we’ll explore targeted strategies tailored to motivate each type of team member effectively. By recognizing where each person stands in their professional journey and adopting a more personalized approach, we aim to not only ignite their motivation but also help them ascend to new heights. Let’s ignite the way!

The High Flyers: Fueling Top Performers

All the best teams have them – the top performers, the A players! Those intake specialists who could probably juggle flaming torches if they weren’t already dedicating their time to building genuine connections with those calling the office. Those paralegals who craft impeccably prepared discovery like clockwork and calendar critical deadlines so that no key dates go missed. They’re the stars in your firm, but even stars need fuel to keep burning bright.

Recognizing the pivotal role these high achievers play in the success of your law firm, it’s crucial to devise strategies that not only maintain but also amplify their motivation. Before we explore, it’s important to understand that despite their outward success, they, too, face their own challenges and pressures. This could range from the stress of high expectations to the potential burnout from constantly operating at peak performance. Addressing these aspects with thoughtful motivation techniques can help ensure that your top performers not only continue to excel but also find renewed passion and purpose in their roles. Here are some strategies to consider:

• Recognition and Rewards: First and foremost, let’s remember that ‘thank you‘ is a phrase that never goes out of style. Recognizing the hard work and dedication of your top performers is like adding kindling to their fire. It doesn’t have to be grand—a simple, sincere acknowledgment of their efforts on an all-team call or during a huddle meeting can go a long way. And rewards? Who doesn’t enjoy those? Whether it’s a financial incentive for going above and beyond their call of duty, an extra hour of PTO, or the coveted “Parking Spot of the Month”, tangible rewards remind your top performers that their contributions are seen and valued.
• Personal Growth Opportunities: Top performers aren’t just driven by recognition—they’re motivated by challenges. Offering opportunities for personal growth—such as advanced training, a structured career trajectory, or involvement in high-profile cases—can keep your star players engaged and eager to push their boundaries.
• A Seat at the Table: Have you ever considered inviting your top performers to strategy sessions or seeking their input on pivotal decisions? This can foster a feeling of ownership and pride, which in turn strengthens their dedication to your firm’s success.
• Fueling Excellence: Trust and autonomy are at the heart of every high-performing team. Empowering A players with the freedom to innovate, make decisions, and take ownership of their work fosters a culture of excellence and accountability.

The Underdogs: Elevating Low Performers

Now, let’s shift our focus to the underdogs—those team members who, at first glance, seem to have lost their spark or are not performing at their best. It’s crucial to recognize that everyone has untapped potential, and sometimes, all it takes is a little encouragement and the right motivation to transform today’s underdog into tomorrow’s top performer. The journey of improvement and self-discovery is different for everyone, and with the right support, anyone can turn their story around and exceed expectations.

It’s critical to approach this task with empathy and understanding. Through a nurturing approach, we can begin to peel back the layers that may be holding these team members back—be it a lack of confidence, personal challenges, or simply a misalignment of roles. With this mindset, we’re not just addressing performance issues; we’re investing in the holistic development of our team, laying the groundwork for a transformative path to success. Here are some specific steps that will help elevate our underdogs and inspire a renewed sense of purpose and achievement within them:

• Clear Expectations: Setting clear, achievable goals can provide direction and a sense of purpose. Let them know what is expected in their role, the standards they need to meet, and the goals they should aim for. Uncertainty can be a significant barrier to performance, making clear expectations not just important but essential. Many individuals struggle when left in the dark about what’s expected of them, leading to a decrease in motivation and engagement. It’s one of the biggest motivation zappers out there. Without a clear direction, even the most talented team members can find themselves adrift, unsure of where to focus their efforts or how to measure their success. This not only impacts their own productivity but can also ripple through the team, affecting overall morale and performance.
• Feedback Forward: While it’s tempting to avoid uncomfortable conversations, constructive feedback is crucial for improvement. Approach these discussions with empathy. Try to be specific and actionable in your feedback, focusing on what they can improve, and remember to acknowledge the progress they make. This process isn’t about highlighting failures but about lighting the path toward improvement.
• Celebrate Success: And when they reach those goals… celebrate! Nothing fuels motivation quite like the taste of success.  By acknowledging and celebrating accomplishments, we reinforce the message that hard work pays off. Even small victories deserve recognition, whether it’s meeting a project deadline or achieving a personal milestone. A win is a win!
• Mentorship: Pairing underdogs with top performers can be a game-changer. This mentorship can provide them with guidance, offer shared successful strategies, and give them a first-hand glimpse into what it takes to excel. It also creates an opportunity for top performers to give back and develop their leadership skills. This can serve to motivate and inspire two tiers of team members, allowing one to pour into the other. That’s powerful stuff!
• Encourage Open Communication: Creating an environment where team members feel at ease to discuss their challenges is crucial for identifying obstacles that may hinder their performance. It’s possible that they’re encountering difficulties with a specific software tool, or they may require additional information to understand the nuances of a case better. By encouraging open communication, team leaders can uncover these issues and take appropriate steps to address them. Providing targeted training sessions on the tool in question or organizing more detailed briefings on case specifics can be effective strategies. Addressing these concerns not only helps team members overcome their immediate obstacles but also contributes to a more supportive and productive workplace overall. This proactive approach ensures that everyone can regain their momentum and work efficiently towards their goals.
• Training and Support: Occasionally, subpar performance may indicate a struggle rather than a lack of effort. Investing in additional training can equip your team with the skills and knowledge required to boost their performance. This not only benefits the individual but also elevates the team’s overall performance. Don’t underestimate the power of training! Support and training are more than just tools for enhancing skill sets; they are vital building blocks for confidence and competence within a team. Personalized training programs, tailored to address specific gaps in knowledge or skills, can transform an underperforming team member into a confident, contributing part of the team. Support goes beyond the technical, encompassing emotional and psychological aspects, creating a safe space for team members to admit vulnerabilities and seek help. This dual approach of tailored training and unwavering support ensures not just the growth of individual team members but fosters a culture of continuous improvement and collaboration across the entire team.

The Unsung Heros: Celebrating B Players in Law Firms

I couldn’t let this opportunity pass without giving a big shoutout to those team members who often fly under the radar. B players are the unsung heroes of a law firm, providing a steady foundation for success. While A players shine with exceptional skills, B players excel in consistency, reliability, and teamwork. Their dedication ensures day-to-day tasks are completed efficiently, contributing to overall success. They possess valuable institutional knowledge, crucial for maintaining continuity during transitions. In a competitive industry, every team member is vital, and B players’ contributions are indispensable for delivering exceptional service and navigating challenges. So, remember to show them some love, too.

B players hold the fort in ways that often go unnoticed. To keep them motivated, it’s crucial to create a culture that values and recognizes their unique contributions. Personalizing motivation strategies, such as offering development opportunities that cater to their interests or providing platforms for them to share their insights, can make a significant difference. Encouraging B players to take on leadership roles in smaller projects or committees not only boosts their confidence but also elevates their visibility within the firm. Regular check-ins, focused on their career aspirations and well-being, emphasize that their growth and satisfaction are a priority. Such gestures reinforce their value to the team, ensuring they remain engaged and motivated.

The Power of Team Spirit

Building and maintaining a high-performing team requires a balance of recognizing and nurturing top performers while investing in underdogs’ growth and development. A firm’s success isn’t solely reliant on individual performers—it hinges on the strength of the team. Whether you’re empowering high achievers or supporting those who may be underestimated, recognize that motivation is akin to a flame. It requires consistent nurturing to keep burning brightly. As a leader within your firm, you possess the power to ignite this flame. So, go out there, fuel that fire, and witness your team–and your firm–radiate brilliance like never before. And remember, should you ever need assistance (or another spark), Vista is here to help.

In October 2023, the Vista team was in Cabo San Lucas, Mexico for a bi-annual mastermind meeting when Hurricane Norma graced us with her presence. While I would not willingly subject others to the challenges we encountered, the experience yielded valuable insights applicable to the realm of leadership. In the face of unexpected trials, we often discover our real strength and resilience. These challenging situations can be seen as nature’s training ground, where we are put to the test, stripped of our daily comforts and routines, and forced to adapt. Such experiences, while uncomfortable and sometimes frightening, often bestow upon us the most profound lessons that stay with us for the rest of our lives. It’s a paradox, really — how adversity can spur personal growth and leadership development. When we’re thrust into an unpredictable storm, we must find ways to navigate through it, just as we did in the literal one that October. As the saying goes, every experience offers a lesson. This blog is not just about our encounter with Hurricane Norma; it’s about the unexpected places and surprising circumstances from which we find growth and learn lessons about life and leadership.

The Dilemma: Do I Stay or Do I Go?

On Wednesday, a couple of days before Norma made landfall, I became aware that the location of our stay was within the forecasted path of the storm. Upon this realization, I took the initiative to independently gather more information regarding the severity of the impending threat. However, the messages I received were conflicting, adding complexity to the decision-making process.

Leadership Lesson: Decisive action or strategic non-action is paramount in navigating complex situations. Continuously reassess the situation and, as new information emerges, be prepared to adjust the course of action accordingly. In this case, the decision to stay or evacuate was not clear-cut and required constant evaluation of changing circumstances. As leaders, we must be prepared to make difficult decisions in the face of uncertainty and trust our instincts while being open to new information.

Avoiding the Lull: The Calm Before the Storm

On Thursday morning, as we waited for Norma’s arrival, there was an eerie calmness in the air. The ocean was still, and the winds were manageable, giving us a false sense of security. We used this time to prepare our team and property for potential damage and created a contingency plan in case we needed to evacuate. Little did we know that this brief period of calmness would be followed by relentless wind and rain that would wreak havoc on our surroundings.

Leadership Lesson: It’s crucial to be proactive and prepare for the worst-case scenario, even when everything seems calm and under control. When faced with a potential crisis, leaders must take charge and create a plan of action to mitigate risk. This requires foresight, teamwork, and quick decision-making skills.

Preparedness: Facing the Storm Head-On

On Friday, a noticeable increase in wind speed and the gradual darkening of the sky occurred. The resort initiated precautionary measures, moving outdoor furniture, fastening light fixtures, covering windows, and reducing personpower to a skeleton crew. Hurricane Norma was predicted to be a category 3 storm. The resort was engineered to withstand up to a category 5 storm, so this mitigated concerns about the necessity of relocation.

Leadership Lesson: Effective leadership in crises relies on proactive preparedness. Law firms need to identify potential threats – events like cybersecurity risks, natural disasters, and physical harm. Ask yourself: are you adequately prepared for these challenges? Avoid the trap of assuming, “It won’t happen to us.”

Seeking Guidance: A Different Perspective

Unable to find a local news outlet to help me navigate the situation and struggling with the Weather Channel app that was covering a few different storms, I phoned a friend, my teammate Pam Travis. She lives on the east coast of North Carolina, so she’s intimately familiar with hurricane weather conditions. She was my north star through all of this, providing insights into what I was observing and offering guidance for what I should expect as the storm unfolded. The most comforting news she delivered was that the storm had weakened to a category 1.

Leadership Lesson: Seek guidance and support from a colleague or mentor when navigating challenging or unfamiliar situations. It is even better if they have lived through a similar situation before. Their perspective can be invaluable and provide a sense of direction when we feel lost or overwhelmed. As leaders, it’s essential to recognize that we don’t have all the answers, and seeking guidance is a sign of strength, not weakness.

Stepping Up: Embracing the Small Stuff

As anticipated, the on-site restaurants were closed, but room service was still offered with a modified menu. When I ordered breakfast, I anticipated a brief and transactional delivery experience. However, the reality exceeded expectations as a composed team member delivered my food, meticulously unpacked it on the table, and poured my coffee. They provided a brief but reassuring calmness and grounding to my day, even providing comforting assurances that the resort had been through this before and was prepared and confident. This encounter emphasized the importance of maintaining composure in challenging situations.

Leadership Lesson: Even during challenging times, it’s important to uphold unwavering customer service standards. Small gestures, like the one from the room service team member, can have a significant impact on customers and provide them with a sense of normalcy amidst the chaos. As leaders, we must set an example for our team by remaining calm, composed, and focused even in the face of adversity. Our actions influence those around us and can make all the difference in how a situation is perceived.

Stay Moving: Redefining Idleness

Lingering in a state of idleness tends to usher in unwarranted concerns. Especially in a chaotic or scary situation, sitting still can simply heighten the fear. Recognizing this tendency, I redirected my focus by engaging in activities such as organizing my belongings, praying, and calling my family.

Leadership Lesson: The ability to redirect focus and engage in positive actions during challenging times not only enhances personal well-being but also sets a productive example for others to follow. As leaders, it’s essential to stay active and focus on the tasks at hand, even when faced with uncertainty. This mindset can be contagious and inspire others to do the same, creating a sense of productivity and progress even in difficult situations.

The Power of Connection: Finding Thanks in the Storm

Throughout the storm, my team maintained a group text, lightening the weight of Mother Nature’s might. We bunked together in rooms, spent quality time connecting, and found ways to laugh in the rain. We shared the struggles of minimal generator power, oppressive heat, leaky ceilings, and barely masked fear during the worst of the rattling wind and unrelenting rain. We provided the listening ear, the ready laugh, and the welcome distraction, and our solidarity served to center me. We know this — we’re better together.

Leadership Lesson: Your circle of influence matters! The support and connection within a team can significantly impact resilience. As leaders, it’s essential to foster a sense of camaraderie and connection within our teams because when faced with challenges, we are stronger together. Taking the time to build strong relationships and cultivate a positive team dynamic can make all the difference in how we face and overcome adversity.

The Aftermath: Picking Up the Pieces

In the early hours of Saturday morning, Hurricane Norma passed over us with full force. As the storm subsided, we emerged from our shelters to assess the damage. We found that we were lucky compared to some of our neighboring resorts, and everyone was safe. We were all able to secure flights that would leave the next day. Sometimes, survival can be thrilling.

Leadership Lesson: The true test of leadership comes in the aftermath of a crisis. It’s essential to remain calm and focused, assess the situation objectively, and work with your team to rebuild and recover. As leaders, it’s crucial to remain resilient and inspire resilience in others during challenging times. Adversity can bring out the best in individuals and teams, providing opportunities for growth and learning.

Continuing the Journey: Lessons Learned

The experience of facing Hurricane Norma taught us valuable lessons about leadership in crisis situations. After returning home, it took my nervous system a good week to find its equilibrium. Owning a beach house has officially been crossed off my dream home list, but in its place, I’ve gained a deeper appreciation and newfound humility toward the vast nature of the ocean.

In the face of uncertainty and challenges, leaders who embody these lessons not only guide their teams through storms but also inspire them to emerge stronger on the other side. Just as the eye of a hurricane is a temporary respite, effective leadership provides a stable center from which teams can find strength and direction, no matter what challenges come their way.

A critical element of a personal injury claim is the client’s medical care and resulting records that help to support their claim for losses. A growing number of plaintiff law firms are taking a proactive stance in this regard, guiding their clients through the maze of medical care with intentionality and innovation. It’s a partnership that has proven to be a win-win situation. On one hand, clients are relieved of an added burden during an already tumultuous time in their lives. On the other, attorneys are empowered to secure the maximum possible compensation on their client’s behalf.

And how are law firms stepping up to assist their clients in this area? Let’s delve into these questions.

Defining the Medical Care Coordinator Position

In order to help clients manage medical care, many law firms are adding a medical care coordinator position to their team. We have seen success using registered nurses to fill this nuanced position. They have the benefit of being able to decipher the client’s medical records and determine what additional care and treatment may be appropriate for the client to receive. This position works well if the medical care coordinator is responsible for reviewing all new cases within 30 days. Ideally, they review the file and pertinent medical records, ensuring that the firm has obtained all test results and applicable records. As we know, sometimes clients present with multiple injuries, and the more severe injuries take precedence.

A dedicated medical care coordinator can ensure that all injuries have been documented and the pertinent records obtained. This provides a full-scope, 360-degree view of the client’s condition as it relates to their personal injury claim. It also provides critical information the medical care coordinator would need in order to follow up with the client and ensure they are receiving the treatment they need for all their injuries.

Taking the time to properly onboard your clients is important. A medical care coordinator can set the stage for a client relationship that allows them to be comfortable sharing information. Remember, you’re relying on your client to be willing to open up to you about intimate details regarding their health and overall medical condition. That can be tough for some people. Setting the right tone at the very beginning will go a long way toward creating a healthy, productive relationship. A medical care coordinator can develop a comprehensive onboarding process that will ensure clients share information regarding all of their injuries, not just the ones they were treated for in the emergency room.

In addition to medical record review and follow-up, a firm’s medical care coordinator should be knowledgeable and be able to provide clients with information like:

• Where the medical facility or doctor’s office is located
• The business hours of the medical care facility, specialty office, or doctor’s office
• If any other clients have received treatment there (of course, we would not provide specifics, but sometimes clients feel comfortable knowing the firm has a relationship with the facility and that other clients have had a positive experience there)
• What insurance carriers are accepted
• Estimated waiting time for appointments
• Any specific preparations required prior to visiting the medical facility
• Whether transportation assistance is available if needed

Why Having a Dedicated Medical Care Coordinator is Critical

Creating a medical care coordinator position at your firm also serves to eliminate the “public bathroom cleaning problem.” Here’s the idea: If everyone’s responsible for cleaning the bathroom, then no one’s responsible, and it will likely end up not getting done. Paralegals, legal assistants, case managers, and attorneys deal with heavy caseloads requiring lots of time and attention. If there is some responsibility placed on all of your team members for the critical task of medical records review and medical care coordination, it’s possible that no one is really giving it the necessary amount of attention.

Sometimes, the process of nuanced medical record review and effective coordination of a client’s care can get lost in the already enormous to-do piles on other team members’ desks. They may not have the medical knowledge needed to spot red flags in medical records or pick up on potentially overlooked complaints your client has. If you don’t have a dedicated position at your firm that serves to ensure clients’ medical care is a priority, then you have a team of people who may be thinking someone else is taking care of the task!

The medical care coordinator should also work to build relationships with medical providers and grow that core network so your firm is better able to serve your clients. This involves establishing relationships with doctors’ offices and medical facilities and building trust and a reliable rapport with them. Being able to get appointments quickly is key to avoiding gaps in treatment and unnecessary pain. This is incredibly important since many medical offices are struggling with staffing issues post-pandemic.

Having a medical care coordinator can also forge the kind of relationship where the provider’s office calls us if our client isn’t being compliant with treatment. That will allow us to reach out to the client and have a conversation about their treatment. We can ask questions like:

• Are you having trouble with appointment times?
• Are there transportation issues preventing you from getting to your appointments?
• Is there a misunderstanding or confusion about the importance of your treatment regimen?
• Are you struggling to establish a good relationship with your doctor?
• Is the location of the facility making it difficult for you to make it to your appointments?

This may help determine the root cause of why a client is not appearing for their appointments and help ensure they remain compliant with medical treatment. Again, a dedicated team member who is able to focus on critical issues like these and create the kind of relationships that are needed to provide critical insight is hugely beneficial.

Ongoing Team Training Elevates Your Firm

Filling this position at your firm doesn’t mean you can ignore training for your other team members. Ensuring your team is educated on medical terminology is vital. You don’t want adjusters to be the ones to educate your team members on medical terminology! The more your team understands, the better able to assist and support clients they’ll be. If you hire a nurse to fill the medical care coordinator position at your firm, they are the logical choice to help train your team. They can develop a training program for the case management and intake team that covers common medical terminology, how to assist with medical referrals, and what to look for in medical records.

When these teams know what to look and listen for, they can be a powerful ally to your medical care coordinator. They will be better equipped to know when to have the medical care coordinator conduct another file review or bring them back into the fold on a particular case if needed. This approach may even add value to the case, as multiple parties are speaking with the client about their treatment and injuries. It helps ensure no red flag symptom or diagnosis slips through the cracks or does not make it into the demand. Also, your team will be able to develop more empathy for the client as they gain a real understanding of what each client is going through. It will help to strengthen their connections and relationships with clients. It can be easy to become desensitized over the years, as a legal team member, to the pain and hardships our clients are forced to endure through no fault of their own. Allowing your team space to understand, on a deeper level, what their clients are going through is impactful.

Sometimes, clients are embarrassed to admit that they’re in pain or that their pain is going unmanaged. When you have a team that is well-equipped to listen to and understand your clients, you will be better able to serve and support them. If a client knows that your firm has a medical care coordinator, they will feel less like they’re alone and more open to discussing their issues. Their issues may be related to medical concerns, an inability to pay a copay, concerns about ongoing medical costs, or difficulty getting to and from appointments. No matter what the issue is, having a sympathetic and knowledgeable person to turn to will help to improve the client experience drastically.

Focusing on Client Needs

The ultimate goal of the medical care coordinator position is to ensure that the client’s treatment is on schedule, their pain is being managed, and that the client is compliant with their treatment. Your firm aims to get your clients fairly compensated for their injuries. The road to recovery for many clients is long and difficult. Supporting them throughout this process is vital. In doing so, you’ll create raving fans of your brand, team, and law firm. Ultimately, that’s the kind of reputation and experience you want to create. The addition of a medical care coordinator can make all the difference in achieving this goal. So, continue building your team, defining roles, and investing in their education and development. It will pay off tenfold when you see happier clients, better case outcomes, and a thriving law firm.