[Hiring] Client Intake & Case Management Specialist @Inside Out Hiring

Role Description

The client is seeking a highly organized and detail-oriented Client Intake & Case Management Specialist to support the front-end operations of a busy personal injury practice. This role is heavily phone-based and requires someone who can confidently manage client communication, coordinate medical treatment follow-up, track critical deadlines, and maintain accurate case documentation across multiple systems. The ideal candidate is empathetic, tech-savvy, capable of multitasking in a fast-paced environment, and comfortable handling sensitive client situations with professionalism and urgency.

Key Responsibilities

• Client Communication & Case Intake
  • Conduct high volume outbound and inbound calls with clients regarding case updates, treatment status, insurance matters, and documentation.
  • Gather and verify detailed client information and accurately enter all case data into Smart Advocate.
  • Maintain professional, empathetic, and solution-oriented communication with upset, emotional, or frustrated clients.
  • Follow communication scripts and workflows to ensure consistency and compliance.
  • Provide timely follow-up and maintain strong client relationships throughout the case lifecycle.
• Medical Coordination & Case Development
  • Coordinate medical appointments, MRI scheduling, and specialist referrals for clients.
  • Follow up with clients and providers to confirm treatment attendance and ongoing care.
  • Request, organize, and upload medical records, MRI reports, billing records, and treatment documentation.
  • Review medical information to identify potential gaps in treatment or specialist referrals.
  • Coordinate with chiropractors, pain management specialists, orthopedic providers, neurologists, and other medical professionals as needed.
  • Support the preparation and organization of case documentation for demand packages and attorney review.
• Insurance & Administrative Support
  • Assist with no fault and PIP related processes, including insurance medical examination coordination and ledger follow-up.
  • Help manage time-sensitive deadlines related to case setup and insurance documentation.
  • Assist clients with vehicle damage concerns, rental coordination, and lost wage documentation when needed.
  • Track all activity, updates, and communications within Smart Advocate and other internal systems.
  • Maintain organized and comprehensive case notes with exceptional attention to detail.
• Systems & Workflow Management
  • Utilize Smart Advocate for case management and documentation.
  • Use EVE Legal to support medical record analysis and demand package preparation.
  • Communicate and collaborate through Microsoft Teams and other internal systems.
  • Manage multiple active cases and priorities simultaneously while ensuring accuracy and efficiency.
  • Adapt quickly to evolving workflows, procedures, and operational needs.

Qualifications

• Fully bilingual in English and Spanish with excellent verbal and written communication skills.
• Previous experience in customer service, client relations, legal support, case management, or administrative coordination.
• Strong attention to detail with the ability to accurately document and organize sensitive information.
• Excellent multitasking and time management skills in a fast-paced environment.
• Strong computer proficiency and ability to learn new software platforms quickly.
• Comfortable handling high volume phone communication throughout the workday.
• Reliable internet connection and professional home office setup.
• Ability to work full time within either an 8 AM to 4 PM EST schedule or a 10 AM to 6 PM EST schedule.

Requirements

• Previous experience working in a personal injury law firm.
• Familiarity with New York no fault or personal injury processes.
• Experience obtaining and organizing medical records and treatment documentation.
• Previous experience using Smart Advocate or similar legal CRM systems.
• Familiarity with EVE Legal, legal case management software, or AI driven legal tools.
• Understanding of medical terminology, MRI reports, and treatment coordination.

Personality Traits

• Highly detail-oriented and process-driven.
• Empathetic and patient when dealing with clients in stressful situations.
• Calm under pressure with strong emotional intelligence.
• Proactive and self-motivated with a strong sense of urgency.
• Organized and dependable with strong follow-through.
• Able to work independently while remaining collaborative with the team.
• Professional, adaptable, and solution-oriented.
• Comfortable handling sensitive conversations and managing demanding clients.

Tools & Systems

• CRM: Smart Advocate
• Voice Call System: GoTo
• Time Tracking
• Microsoft Suite (Teams)