Claims Coordinator

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 Location: Miami Lakes, FL (On-Site) Department: Production – Reductions Reports To: Reductions Manager / VP of Operations Position Overview The Reductions Team Lead is responsible for overseeing the day-to-day performance of the Reductions team, ensuring efficient, accurate, and timely handling of post-settlement reductions. This role serves as a frontline leader, combining hands-on operational expertise with team coaching and KPI accountability. The Team Lead plays a critical role in driving case turnaround times, negotiation quality, and client satisfaction, while reinforcing firm standards, workflows, and compliance requirements. This is a high-volume, KPI-driven role requiring strong leadership, attention to detail, and deep knowledge of the personal injury reductions process. Key Responsibilities Team Leadership & Coaching Lead, mentor, and support a team of Reductions Specialists to meet daily and monthly performance goals. Provide real-time coaching, feedback, and performance guidance based on KPIs and case reviews. Conduct regular team huddles and one-on-ones to reinforce accountability and address challenges. Assist in onboarding and training new team members on reductions processes and best practices. KPI & Performance Management Monitor team performance metrics including case volume, turnaround times, negotiation outcomes, and closing timelines. Identify performance gaps and implement corrective actions or escalate trends to management. Ensure adherence to firm-wide service standards (e.g., timely submission of reductions, follow-ups, and case progression). Support workload balancing to maintain productivity and efficiency across the team. Operational Execution & Oversight Oversee the reductions workflow from assignment through settlement completion. Ensure accuracy and completeness of case documentation, negotiation logs, and financial records. Review complex or escalated files and provide guidance on negotiation strategy. Reinforce adherence to standard operating procedures (SOPs) and compliance requirements. Process Improvement & Collaboration Identify workflow inefficiencies and recommend process improvements to management. Partner with Intake, Medical Management, and Senior Case Management teams to ensure smooth case handoffs. Support implementation of workflow enhancements, automation, and quality control measures. Client Experience & Quality Assurance Ensure clients receive timely updates and clear explanations of settlement and reduction outcomes. Maintain high standards of professionalism, empathy, and communication. Monitor quality of client interactions and documentation for consistency and accuracy. Qualifications Required 3–5+ years of experience in personal injury law, reductions, or a high-volume legal/financial operations environment. Proven experience owning the full reductions lifecycle (from assignment through settlement closure). Strong experience negotiating medical bills, liens, and provider balances. Demonstrated ability to coach, mentor, or lead team members (formal or informal leadership). Experience working in a KPI-driven, performance-based environment. Proficiency in Litify (Salesforce), Excel, and case management systems. Strong analytical, organizational, and problem-solving skills. Excellent communication and interpersonal skills. Bilingual (English/Spanish) required. Ability to work on-site in Miami Lakes in a fast-paced environment. Prior experience as a Team Lead, POD Leader, or Supervisor in a personal injury or legal operations setting. Experience managing team KPIs, dashboards, or performance reporting. Background in training, onboarding, or developing team members. Experience reviewing or preparing settlement closing statements. Knowledge of PIP verification, provider reconciliation, and balance auditing. Experience collaborating cross-functionally with multiple production teams. Exposure to process improvement, SOP development, or workflow optimization. Key Competencies Coaching & Accountability: Drives team performance through consistent feedback and follow-up. KPI & Data-Driven Mindset: Uses metrics to identify trends and improve outcomes. Negotiation Expertise: Provides guidance on complex reductions and escalations. Quality Control: Ensures accuracy in documentation, balances, and settlement processes. Process-Oriented Thinking: Reinforces SOPs and identifies workflow improvements. Client-Centric Approach: Maintains high standards of service and communication. Collaboration: Works effectively across departments to ensure seamless case flow. Execution Focus: Leads by example and supports the team during high-volume periods. Additional Information Your talent, skills and experience will be rewarded with a competitive compensation package. 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 21 - USD 28 - hourly