Bilingual (English and Spanish) Personal Injury Records & Demands Department Manager (Virtual Assistant)

The Ward Law Group, PL

2d•Remote

About The Position

The Demands Manager plays a critical leadership role in overseeing the firm's Demand Department and ensuring the efficient progression of personal injury cases through the demand preparation process. This position is responsible for managing departmental operations, team performance, quality assurance, productivity, case progression, and strategic initiatives that support the firm's overall goals and client service standards. The Demands Manager provides leadership, coaching, and accountability across demand-related teams while ensuring compliance with internal processes, performance expectations, and quality standards. This role requires a strong understanding of legal operations, case management workflows, team leadership, process improvement, and performance management within a fast-paced environment. The ideal candidate is a highly organized, results-driven leader who can effectively balance operational oversight, team development, client experience, and continuous process improvement while maintaining strong accountability and performance standards across the department.

Requirements

Minimum of 3 years of management experience required
Legal industry experience required; experience within a Plaintiff Personal Injury law firm strongly preferred
Experience managing teams in performance-driven environments with measurable productivity and quality standards
Experience conducting performance reviews, coaching conversations, audits, and performance improvement initiatives
Strong leadership, organizational, and team development skills
Ability to analyze data, identify trends, and implement process improvements
Strong written and verbal communication skills
Ability to manage multiple priorities and deadlines in a fast-paced environment
Proficiency with case management systems, reporting tools, and Microsoft Office applications
Reliable attendance, professionalism, and accountability
Fluency in both English and Spanish required
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 managing Demand, Pre-Litigation, Case Management, or Personal Injury operations teams
Experience using Litify (Salesforce), Filevine, or similar legal case management platforms
Experience implementing workflow improvements, automation initiatives, and operational efficiencies
Experience supporting departmental growth, workforce planning, and leadership development initiatives

Responsibilities

Lead, coach, and manage the Demand Department, including Demand Specialists, Hospital Request Specialists, Team Leads, Quality Analysts, and other demand-related personnel
Establish clear performance expectations aligned with departmental KPIs and firm objectives
Conduct regular one-on-one meetings to provide coaching, feedback, accountability, and professional development support
Identify and develop future leaders through mentorship, delegation, training, and growth opportunities
Conduct performance evaluations and provide ongoing feedback regarding performance, productivity, and quality standards
Manage employee performance concerns, corrective action plans, and performance improvement initiatives when necessary
Participate in hiring, interviewing, onboarding, and offboarding activities to support departmental staffing needs
Oversee daily department operations to ensure productivity, efficiency, and compliance with firm standards
Monitor departmental performance and ensure team members are meeting established KPI goals and productivity expectations
Conduct and oversee regular case audits, call audits, and workflow reviews to ensure accuracy and adherence to established processes
Review case progression metrics and identify opportunities to improve turnaround times and operational efficiency
Attend and lead departmental meetings, huddles, and performance discussions as required
Provide regular updates regarding production, performance trends, risks, and departmental forecasts to leadership
Evaluate workflows, procedures, and systems to identify inefficiencies, delays, and process gaps
Develop and implement process improvements designed to increase efficiency, consistency, and scalability
Collaborate with leadership and cross-functional departments on workflow enhancements and operational initiatives
Establish and maintain quality control measures to ensure accuracy, consistency, and compliance across the department
Ensure all standard operating procedures, training materials, and departmental resources remain current and aligned with best practices
Support the implementation and adoption of automation tools, technology solutions, and process enhancements where appropriate
Ensure the department consistently delivers professional, responsive, and client-focused service
Monitor communication quality and ensure adherence to firm communication standards and expectations
Review quality assurance metrics and implement coaching initiatives to improve client interactions and service delivery
Address escalated client concerns and support resolution efforts when necessary
Reinforce a client-first culture through coaching, accountability, and performance management
Collect, review, and analyze departmental performance data, productivity metrics, and quality assurance results
Identify trends related to productivity, client experience, case progression, and operational performance
Develop and implement action plans when performance expectations or quality standards are not being met
Prepare reports and recommendations for leadership regarding departmental performance and operational initiatives
Support firm-wide strategic objectives through continuous improvement efforts and data-driven decision making