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

Role Description

The Bilingual Personal Injury Intake Case Manager serves as the primary point of contact for injured clients throughout the intake and early case management process. This is a high-volume, fast-paced role requiring daily communication with clients, medical providers, and insurance companies while managing multiple active cases simultaneously.

The ideal candidate is highly organized, professional, detail-oriented, and comfortable handling a large caseload while maintaining excellent client service. Candidates who are successful in this role are able to prioritize competing demands, communicate effectively, and thrive in a performance-driven environment.

Performance Expectations

• This is a high-volume client-facing position.
• Successful Intake Case Managers regularly:
  • Handle 50+ inbound and outbound client calls per day
  • Manage multiple active cases simultaneously
  • Follow up consistently with clients, medical providers, and insurance carriers
  • Maintain accurate case documentation while multitasking
  • Meet productivity, quality, and responsiveness expectations
  • Respond professionally to clients experiencing stressful or emotional situations
• Candidates who prefer slower-paced environments may not be successful in this role.

Key Responsibilities

• Client Communication & Case Management
  • Serve as the primary point of contact for personal injury clients
  • Maintain regular communication regarding treatment progress, case status, and outstanding items
  • Respond promptly to incoming calls, voicemails, text messages, and emails
  • Document all client communications accurately in the case management system
  • Provide exceptional customer service while managing a high-volume workload
• Medical Treatment Coordination
  • Monitor clients' treatment progression
  • Coordinate with medical providers regarding appointments, treatment status, records, and billing
  • Identify treatment gaps, missed appointments, and barriers to case progression
  • Assist clients with scheduling and treatment-related questions
  • Request, obtain, and upload medical records and bills
• Insurance & Property Damage Coordination
  • Communicate with insurance carriers regarding claim status and coverage information
  • Obtain claim numbers, policy information, and adjuster details
  • Assist clients with vehicle damage concerns, total loss claims, rental coordination, and related matters
• Case Progression
  • Manage and prioritize an active caseload
  • Monitor case milestones and follow up on outstanding items
  • Escalate cases requiring attorney review or transfer to another department
  • Ensure case files are complete and organized
  • Prepare files for progression to the next phase of case handling

Qualifications

• Minimum 6 months of experience in one of the following:
  • Personal Injury Intake
  • Personal Injury Case Management
  • Pre-Litigation Support
  • Insurance Claims Support
  • Medical Coordination
  • High-Volume Call Center Environment
• Fluent in both English and Spanish (written and verbal)
• Experience managing a high volume of inbound and outbound calls
• Experience handling multiple clients, cases, claims, patients, or accounts simultaneously
• Strong computer proficiency and ability to document interactions accurately while speaking with clients
• Excellent communication and customer service skills
• Strong organizational skills and attention to detail
• Ability to work independently in a remote environment
• Ability to maintain professionalism and composure when working with upset or injured clients

Preferred Qualifications

• 1+ year of Plaintiff Personal Injury experience
• Experience working in a Plaintiff Personal Injury law firm
• Experience communicating with insurance adjusters
• Experience coordinating medical treatment and provider follow-up
• Experience using Litify, Salesforce, Filevine, Clio, Needles, or similar case management software

Schedule

• Full-Time (40 hours per week)
• Schedule may include one weekend day based on business needs
• Must maintain reliable attendance and availability during assigned work hours

Additional Information

• Compensation: USD 1000 - USD 1200 monthly
• As a Virtual Assistant, you will work remotely from home as an independent contractor (health care benefits and paid time off is 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.