Bilingual (English/Spanish) Personal Injury Intake Case Manager (Virtual Assistant)

Job 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

Compensation: US Dollars starting at $1,000 per month (based on experience)

If selected to move forward in the process, you will receive an email invitation to complete two next steps: a Willo video self-interview and a brief values assessment.

Please note: to ensure your application remains under consideration, both assessments must be completed within 24 hours of receiving the invitation.

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.

Role Overview 

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 

Work Environment 

• Fast-paced, high-volume personal injury intake environment 
• Collaborative team setting with strong accountability and communication expectations 
• Requires the ability to multitask, prioritize urgent matters, and manage competing deadlines 
• Client-service focused role requiring professionalism, empathy, responsiveness, and attention to detail 

Qualifications

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

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

Equipment 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

The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.