Operations Hub

Leadership Dashboards

These cards link to the two primary leadership views — Cyarra's firm-wide dashboard (all CMs, health trends, SLA compliance, activity flags) and Royel's demand pipeline dashboard (cases approaching demand, stage tracking, negotiation progress).

How to use: Click a card to open the full dashboard. Each one has deep drill-downs, case tables, and AI strategic focus directives specific to that leader's scope.

Note: The metrics shown on these cards are live snapshots from firm data. If numbers look off, check that the CSV exports from Filevine are up to date.

Case Manager Performance Scorecards

Each card shows one CM's Delta score (0-100 composite of Revenue, Health, and SLA), their caseload count, and key flags like fake progress and SLA overdue cases.

Delta components: Revenue (40%) = bills on file where expected · Health (30%) = % of cases in Healthy status · SLA (30%) = % of cases within SLA window. Only CM-owned cases are scored — paralegal-phase cases are excluded.

How to use: Click any CM card to open their full individual dashboard with case tables, AI insights, and accountability metrics. Use the Delta score to quickly identify which CMs need the most support.

Status colors: Critical = Delta below 45 · Watch = 45-64 · Healthy = 65+

Ops Intel — How It Works

Ops Intel connects your team's Filevine notes directly to this dashboard. When a CM or team member needs leadership guidance, strategy input, or wants to flag an issue, they add a note on the case in Filevine with an #ops-* tag. The next time dashboards refresh, the note appears here with full case context pulled automatically from firm data.

Available tags: #ops-strategy (needs strategic direction) · #ops-escalation (urgent escalation) · #ops-flag (general flag for review) · #ops-billing (billing concern) · #ops-status (status update)

How to tag a note: In Filevine, create a note on the case project. In the Tags field, type the tag exactly (e.g. #ops-strategy). Describe what you need — the dashboard automatically attaches case details (phase, coverage, billing, health, CM assignment).

Since last meeting: The badge counts notes created since the last ops meeting date, so you can quickly see what's new and needs discussion.

Unassigned Cases — How This Works

Shawn Taylor’s Filevine account is the default account for all new cases at creation. Any case showing Shawn as the Case Manager is unassigned and needs a CM to claim it.

To claim a case: Open the case in Filevine → go to the Teams tab → make yourself the Primary and Case Manager. Do not leave cases sitting on Shawn’s account.

Goal: Zero cases should remain unassigned for more than 24 hours after creation. Every case needs an owner who takes full accountability from day one.

Why this matters: Unassigned cases receive no CM attention — no client calls, no treatment setup, no records requests, no progress. Every day a case sits here unassigned is a day of missed SLA time.

Accountability Tracker

This section tracks 20+ operational metrics against a pinned baseline date (March 24, 2026). Every number shows the current value vs. baseline with a delta arrow showing whether the metric improved or declined.

What's tracked: Active cases · Critical/High Risk/Healthy counts · Fake progress cases · SLA overdue · Missing coverage · Bills on file · Average case age · Demand pipeline counts · and more.

How to use: Green arrows = improvement since baseline. Red arrows = regression. Use this to track week-over-week progress across the firm — are we getting healthier or sliding backward?

Baseline pins: The baseline date is pinned to a specific data snapshot. When you want to reset (e.g. after a major push or ops meeting), Ashton updates the baseline in the system to create a new accountability starting point.

Provider Scorecard — Reduction Performance

What this measures: The percentage of total billed amounts that have been reduced through write-offs or negotiated reductions with medical providers. The firm target is 70% reduction rate.

Top Reduction Partners = providers consistently giving us the best reductions. Low Reduction / Needs Negotiation = providers where we're paying too much — these are the biggest opportunities to save money for clients.

How to use: Flag low-reduction providers to Cyarra or Operations for negotiation. When a provider consistently bills high with low reductions, escalate for a reduction request or relationship conversation. Track providers with 3+ cases for meaningful data.

CMs: Your role is to get bills requested early and often. You can't reduce what you don't have. Get bills from providers as soon as treatment completes. Actual negotiations, write-off approvals, and lien resolution are handled by leadership.

Intake & Client Conversion

Tracks new case creation month-over-month against the firm's goal of 40 new clients per month. Conversion rate measures how many intakes advance past Lead to Retained or active treatment.

Why it matters: Intake volume drives caseload growth. The conversion rate tells you whether intakes are actually becoming real cases — a high intake number with low conversion means the intake process or initial consultations need attention.

How to use: Compare monthly volumes against the 40/month goal. If below goal, coordinate with Marketing (Tawana) on campaigns. Monitor conversion rate — anything below 80% means too many intakes are stalling in Lead or getting referred out.

New markets: Chicago (April 2026) and Charlotte (July 2026) should add incremental volume. Track their office-level intakes separately to measure market launch success.

MRI Completion Tracker

Measures days from client intake to treatment start. The goal is to get every new client into treatment as quickly as possible — ideally within 7 days of intake. Delays here slow down the entire case lifecycle and push back the 45-Day Payday and 90-Day Quick Turn targets.

Longest Time to Treatment Start: The table shows the 20 worst cases by days-to-treatment. These are cases where clients waited the longest to begin treatment after signing up.

Cases Missing Treatment Start: Cases in early phases (Retained, Treatment, Pre-Lit) that still have no treatment start date recorded in Filevine. These are the real concerns — either treatment hasn't started or the date wasn't entered.

How to use: CMs should check their cases in the missing treatment start table daily. Enter treatment start dates as soon as the client begins treatment. If a client hasn't started treatment after 7 days, call the provider and the client to schedule.

Impact on Delta: Cases without treatment start dates can't progress through the pipeline cleanly and drag down Health and SLA scores.

Marketing & Growth

Tracks Tawana Carter's marketing initiatives — active campaigns, planned events, growth goals, and commitments others owe to the marketing team. All data is sourced from commitments.json.

Announcements: Recent marketing updates and news shared with the team. Goals & Initiatives: Active and planned campaigns with status tracking and deadlines. Commitments Owed: Items that other team members promised to marketing — these need follow-up.

How to use: Check active goals for campaign status. If you see a commitment assigned to you in the "Owed" section, make sure it's getting done. Marketing drives intakes — if intake numbers are dropping, check here first to see if campaigns are stalled.

Events: Provider mixers, community events, and new market launches are tracked here. Lead times are critical — most events need 4-6 weeks of prep.

Directives & Commitments

This section tracks standing mandates, meeting commitments, ClickUp tasks, and expectations for leadership, Princess, and the CM team. Use the filter buttons above to focus on one person or view all at once.

JR's Mandates: Firm-wide directives from JR (e.g. 45-Day Payday, 90-Day Quick Turn). These are always-on priorities. Commitments: Specific items someone promised to do — tracked with status (Open, In Progress, Done). Expectations: Ongoing performance standards JR has set.

Ashton: Tracks ClickUp tasks from Q2 Ops Action Items + Long-Term Goals, plus meeting commitments. Cyarra & Royel: Directives and active tasks specific to their roles. Princess: Junior Paralegal directives and leadership responsibilities. Case Managers: Shared expectations for all CMs.

How to use: Before each ops meeting, check open commitments to see what's overdue. After meetings, new commitments are added to commitments.json and show up here automatically.

Accountability: If a commitment stays "Open" for more than a week without progress, it needs to be escalated or renegotiated. Don't let items sit — update status or flag blockers.

Dashboard Changelog

Version history for the Operations Hub. Every time new features, fixes, or data improvements are deployed, they're logged here so the team knows what changed and when.

How to use: If something looks different or new on the dashboard, check here first. Major releases get detailed bullet points explaining every change. If you notice a bug or want a feature, tell Ashton — it'll get logged and tracked.