Bilingual (English/Spanish) Personal Injury Intake Case Manager (Virtual Assistant)
About The Position
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.
Requirements
- 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
- Computer: Windows 10, Intel i5 (8th Gen+) or 2GHz and 8 cores, 16 GB RAM, 256 GB SSD OR 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
Nice To Haves
- 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
Responsibilities
- 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
- 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
- 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
- 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
Benefits
- None explicitly mentioned as the role is for an independent contractor.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
