Bilingual (English/Spanish) Personal Injury Intake Case Manager (Virtual Assistant) Full-time Compensation: USD 1,000 - USD 1,500 per month 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. 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. Compensation Compensation: US Dollars starting at $1,000 per month (based on experience). 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 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 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 Minimum Qualifications 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 Equipment Requirements Computer: Windows: Windows 10, Intel i5 (8th Gen+) or 2GHz and 8 cores
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