Bilingual (English/Spanish) Personal Injury Intake Case Manager

Bilingual (English/Spanish) Personal Injury Intake Case Manager

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

This is a full-time position on-site Monday - Friday at our office in Miami Lakes, FL

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

• 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

Preferred Qualifications

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

Additional Information

Your talent, skills and experience will be rewarded with a competitive compensation package.

• Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 3.08 hours per pay period for a total of two (2) weeks per year.
• 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. The firm covers a fixed amount which typically covers 40 - 65% of the employee premium, depending on the selected plan. The medical insurance plans include options for national coverage and free mental health services. There are also dental plans (with unlimited coverage) and vision plans to choose from at the employee's expense.
• 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
• Retirement: 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.