[Hiring] Client Support Representative @The Ward Law Group, PL

Role Description

This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided. Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule.

Preferred Schedule Time:

• Monday - Friday 9:00 AM EST - 5:30 PM EST

Responsibilities

• Answer, screen, and route incoming calls to the appropriate team member
• Take and relay messages or transfer calls to voicemail when staff are unavailable
• Log phone calls and upload documents into the online document management system
• Provide clerical support to office staff, including faxing, copying, and file organization
• Maintain regular communication with clients and respond to questions
• Obtain insurance coverage information in a timely manner
• Follow up on medical treatment and confirm continuity of care
• Request and obtain medical records and billing statements from providers
• Communicate with insurance companies regarding treatment status and update adjuster information in the system
• Perform additional administrative and case-related duties as assigned

Qualifications

• Professional fluency in both English and Spanish, including strong written and verbal communication skills
• Experience in plaintiff personal injury law firms
• Experience in medical offices or healthcare scheduling
• Experience in legal intake or case support
• Experience in call centers with high-volume inbound calls
• Experience in virtual assistant roles supporting U.S. businesses
• Familiarity with CRM or case management systems (Litify, Filevine, SmartAdvocate, Clio, etc.)

Requirements

Technical Requirements

• Contractors supply their own equipment and workspace. Your setup must meet these minimums:
• Computer capable of running a browser-based ATS, video conferencing, and a softphone simultaneously without degradation:
• Windows: Windows 11, Intel i5 (8th generation or newer) or equivalent, 16 GB RAM, 256 GB SSD
• Mac: macOS 14 (Sonoma) or newer, Apple Silicon or Intel i5, 16 GB RAM, 256 GB SSD
• The device must be used solely by you — not shared with family or household members
• Internet: wired Ethernet preferred, 5 GHz Wi-Fi acceptable:
• 30 Mbps download / 15 Mbps upload minimum
• Latency under 100 ms
• Private, password-protected network. Public Wi-Fi is not permitted for this work.
• Peripherals:
• USB noise-cancelling headset with microphone
• Webcam capable of clear video for scheduled calls
• Security — required for handling confidential applicant information:
• Full-disk encryption enabled (BitLocker or FileVault)
• Automatic security updates enabled for operating system and browser
• Screen lock after no more than 10 minutes idle
• Active endpoint protection software
• Applicant data stored only in firm-designated systems — never on personal cloud storage or local drives

Benefits

• This is an independent contractor engagement, not employment.
• No paid time off, healthcare, retirement, or other employee benefits are provided.
• You will supply your own equipment, software, internet connection, and workspace.