Demands Manager | Personal Injury

The Ward Law Group, PL•Miami, FL

About The Position

The Demands Manager owns the pipeline that turns a completed course of treatment into a complete, accurate, and timely demand package. You will manage the full sequence — ordering medical records and bills, assembling the package, ensuring the demand is written well, routing it for attorney approval, and confirming it goes out inside the required timeframe — across our Florida and New York matters. This role is measured on deadlines. A demand that sits an extra three weeks costs the client leverage and costs the firm cycle time, and the department’s key performance indicators exist to make sure that does not happen. You will own those numbers, report on them, and manage the team to them. To be clear about scope: this position does not carry settlement authority. Case valuation, negotiation, and the decision to accept or reject an offer remain with the assigned attorney. Your job is to make certain that when the attorney makes those decisions, the package in front of them is complete, accurate, and on time.

Requirements

Bilingual English/Spanish, spoken and written.
Minimum of four (4) years of pre-litigation personal injury experience, including hands-on demand preparation and medical records management.
At least one (1) year of experience supervising, training, or leading a team.
Demonstrated ability to manage a high-volume pipeline against hard deadlines, with metrics to support it.
Strong writing ability — demands that are organized, persuasive, and free of errors, requiring minimal attorney rework.
Ability to read and reconcile medical records, itemized bills, and provider ledgers accurately.
Experience at a high-volume plaintiff personal injury firm handling both Florida and New York matters.
Working knowledge of pre-suit practice in at least one of the two markets, and willingness to learn the other: Florida — PIP and the emergency medical condition determination under Fla. Stat. § 627.736, policy limits disclosure requests under § 627.4137, civil remedy notice practice under § 624.155, the good-faith obligations that apply to claimants when setting demand deadlines following HB 837, and letter of protection documentation under § 768.0427. New York — No-Fault practice under 11 NYCRR Part 65, including NF-2 and NF-3 filing deadlines and denial timeframes, and coverage and SUM disclosure practice under Insurance Law § 3420.
Proficiency with legal case management software, records retrieval platforms, and spreadsheets.
Meticulous attention to detail and comfort being held to a calendar.

Nice To Haves

Experience building or rebuilding a demands workflow, including template and checklist design.
Familiarity with records retrieval vendors and the economics of outsourcing versus in-house retrieval.
Paralegal certificate or a bachelor’s degree.
Experience reporting operational metrics to firm leadership.

Responsibilities

Order and pursue records. Direct the ordering of medical records, itemized bills, and supporting documentation from every treating provider, facility, and imaging center on the file.
Chase what is missing. Maintain an active follow-up cadence with providers and records vendors; escalate non-responsive providers rather than letting a file stall.
Verify completeness. Confirm that records and billing are complete and reconciled before a file moves to drafting — no gaps in treatment, no missing ledgers, no unexplained balances.
Manage authorizations. Ensure HIPAA-compliant authorizations are valid, current, and consistent with state records-release requirements (Fla. Stat. § 456.057; N.Y. Public Health Law § 18).
Own package quality. Set and enforce the standard for what a demand package contains — liability documentation, medical narrative, itemized specials, wage loss, photographs, and supporting exhibits.
Write and edit demands. Draft demands on the most significant files personally, and edit the team’s work so that every package leaving the department reads consistently and accurately.
Maintain the templates. Build and keep current the demand templates, exhibit indexes, and checklists used across both offices.
Reconcile the numbers. Verify that billed amounts, paid amounts, adjustments, and outstanding balances presented in the demand are accurate and tie to the underlying records.
Route for approval. Submit every demand to the assigned attorney for review and obtain documented approval before transmittal. No demand leaves without it.
Close the loop on edits. Incorporate attorney revisions promptly and track rework so recurring issues get fixed at the template or training level.
Send on time. Transmit approved demands within the required timeframe, by the correct method, with proof of delivery documented in the file.
Track response deadlines. Calendar and monitor carrier response deadlines and escalate to the attorney as they approach.
Own the metrics. Be accountable for the department’s KPIs on records turnaround, drafting time, approval cycle, and on-time transmittal.
Report weekly. Produce aging and pipeline reporting for firm leadership; flag at-risk files before they become late files, not after.
Manage capacity. Distribute workload across the team, identify bottlenecks, and adjust assignments to protect deadlines.
Protect statutes and policy deadlines. Maintain the controls that ensure no demand misses a statute of limitations, notice deadline, or policy-required timeframe.
Supervise the team. Lead, train, and evaluate demand writers and records specialists across the Florida and New York pipelines.
Train to the standard. Onboard new team members, run file reviews, and raise the writing quality of the group over time.
Improve the process. Recommend and implement case management system, workflow, and vendor improvements that shorten cycle time.

Benefits

Competitive salary commensurate with experience
Professional development and continuing education support
Collaborative, growth-oriented team environment
Medical, dental & vision
Hospital plans
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
Company paid short and long-term disability
Health & Dependent Care Spending Accounts (HSA & DCFSA)
Employee Assistance Program
Tuition Assistance
Paid time off and paid holidays