Personal Injury Intake Case Manager (Virtual Assistant)

The Ward Law Group, PL

1d•$1,000•Remote

About The Position

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.

Requirements

Previous experience in Personal Injury Case Management, Intake, or Pre-Litigation preferred
Experience handling personal injury claims, insurance communications, or client case coordination
Understanding of bodily injury claims, medical treatment progression, and property damage processes
Strong organizational skills and attention to detail
Ability to manage a high-volume caseload in a fast-paced environment
Strong written and verbal communication skills
Ability to maintain professionalism and empathy when communicating with clients
Reliable attendance, accountability, and strong follow-through
Computer: Windows: 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

Experience using Litify (Salesforce)
Experience working within a Plaintiff Personal Injury law firm
Fluency in both English and Spanish

Responsibilities

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
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
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
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 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