Bilingual (English/Spanish) Personal Injury Intake Case Manager

Key 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.
• Coordinate with medical providers regarding appointments, treatment status, records, and billing requests.
• Avoid treatment gaps, missed appointments, or barriers impacting case progression.
• Aid 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.
• Aid 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 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.

Qualifications

• 2 year or more experience in Personal Injury Case Management, Intake, or Pre-Litigation.
• 2 year or more experience handling personal injury claims, insurance communications, or client case coordination.
• 50+ inbound calls per day understanding of bodily injury claims, medical treatment progression, and property damage processes.
• Experience using Litify (Salesforce) or similar platform.
• 1 year experience working within a Plaintiff Personal Injury law firm.
• Fluency in both English and Spanish.

Benefits

• Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off.
• Health Benefits: All employees who work 30 hours per week and above will be eligible for benefits starting on the 1st day of the month following their start date.
• Disability Benefits: All employees who work 30 hours per week will have Short-term and Long-term Disability benefits, paid for by the firm.
• Life Insurance: For all employees who work 30 hours per week and above, the firm provides 1X earnings life insurance coverage paid for by the firm. In addition, you will receive a Firm paid accidental death and dismemberment benefit that matches your life insurance coverage.
• Supplemental insurance options include Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance.
• Retail: All employees who work 30 hours per week and above qualify for the 401(K) plan. After the employee completes one year of service, the firm will match 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting.