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

Company Description The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients. We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community. Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results. Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas. 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. Compensation: USD 1000 - USD 1200 - monthly