[Hiring] Personal Injury Intake Case Manager @The Ward Law Group, PL

Role Description

The Intake Case Manager plays a critical role in managing pre-litigation personal injury cases from intake through treatment progression and case readiness. This position serves as a primary point of contact for clients while ensuring timely communication, proper case development, accurate documentation, and progression of cases toward resolution or transition to the appropriate department.

The Intake Case Manager is responsible for managing a high-volume caseload while maintaining strong client service standards, proactive follow-up, and accurate case management practices. This role requires excellent organizational skills, urgency, attention to detail, and the ability to multitask within a fast-paced environment.

The ideal candidate is client-focused, highly accountable, comfortable handling sensitive situations, and capable of balancing communication, administrative responsibilities, and case progression simultaneously.

Key Responsibilities

• Client Communication & Case Management
  • Serve as the primary point of contact for clients throughout the intake and treatment phases of the case
  • Maintain frequent communication with clients regarding treatment status, property damage, case progression, and outstanding needs
  • Respond to client calls, voicemails, SMS messages, and emails in a timely and professional manner
  • Provide clients with updates, guidance, and support throughout the pre-litigation process
  • Maintain accurate and detailed documentation of all client communications and case activity
• Medical Treatment Coordination
  • Monitor and follow up on client medical treatment progress and provider compliance
  • Coordinate with medical providers regarding appointments, treatment status, records, and billing requests
  • Identify treatment gaps, missed appointments, or barriers impacting case progression
  • Assist clients with scheduling concerns and treatment-related questions as appropriate
  • Ensure medical records and bills are requested, obtained, and properly uploaded into the case management system
• Insurance & Property Damage Coordination
  • Communicate with insurance adjusters regarding claim status, coverage information, and property damage matters
  • Obtain and verify insurance information, policy limits, claim numbers, and adjuster details
  • Assist clients with property damage issues including repairs, total loss claims, rental coordination, diminished value claims, and loss of use concerns
• Case Progression & File Management
  • Manage and prioritize an active caseload while ensuring timely progression of each matter
  • Identify cases eligible for escalation, attorney review, demand preparation, or transfer to the appropriate department
  • Monitor case milestones and proactively follow up on pending items needed for case advancement
  • Ensure all case documentation is accurately saved, organized, and maintained within the case management system
  • Review files for completeness and readiness prior to submission for demand or attorney review

Qualifications

• Previous experience in Personal Injury Case Management, Intake, or Pre-Litigation preferred
• Experience handling personal injury claims, insurance communications, or client case coordination
• Understanding of bodily injury claims, medical treatment progression, and property damage processes
• Strong organizational skills and attention to detail
• Ability to manage a high-volume caseload in a fast-paced environment
• Strong written and verbal communication skills
• Ability to maintain professionalism and empathy when communicating with clients
• Reliable attendance, accountability, and strong follow-through

Preferred Qualifications

• Experience using Litify (Salesforce)
• Experience working within a Plaintiff Personal Injury law firm
• Fluency in both English and Spanish

Requirements

• Computer:
  • Windows: Windows 10, Intel i5 (8th Gen+) or 2GHz and 8 cores, 16 GB RAM, 256 GB SSD
  • Mac: macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSD
• Internet:
  • Connection: Wired Ethernet preferred; 5 GHz Wi-Fi acceptable
  • Internet Speed: 30 Mbps download, 15 Mbps upload
  • Latency (Ping): Under 100ms
• USB noise-cancelling headset
• Webcam for daily meetings

Benefits

• Compensation: US Dollars starting at $1,000 per month (based on experience)
• Full-time availability is required for a 40-hour workweek with two days off
• Health care benefits and paid time off is not provided