Personal Injury Case Manager - Records & Demands (Virtual Assistant)

Personal Injury Case Manager – Records & Demands (Virtual Assistant)

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

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 that 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.

Compensation:

• First 3 months of TRAINING: USD $550 base pay + commissions (USD $63 per package)
• After 3 months, compensation is FULLY COMMISSION only (USD $63 per package)

Role Overview

The Demands Specialist plays a critical role in supporting the pre-litigation process by managing the collection, review, and organization of medical records, medical bills, and supporting documentation necessary for demand preparation within the firm's personal injury practice. This position is responsible for ensuring files are accurately developed, treatment documentation is complete, and demand packages are properly prepared for submission to insurance carriers.

The Demands Specialist serves as a key point of coordination between clients, medical providers, insurance adjusters, and internal team members throughout the records and demand preparation process. This role requires strong attention to detail, urgency, organization, and consistent follow-up to ensure records, bills, and supporting documents are obtained and processed in a timely manner.

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing high-volume responsibilities in a fast-paced environment while maintaining strong communication, accountability, and client service standards.

Key Responsibilities

• Medical Records & Demand Preparation
• Request, obtain, organize, and review medical records, medical bills, and supporting documentation related to personal injury claims
• Prepare and maintain complete demand files for submission to insurance carriers
• Ensure all records, bills, liens, and supporting documentation are properly saved, organized, and maintained within the case management system
• Review records and bills for completeness, accuracy, and consistency prior to demand preparation
• Identify missing records, billing discrepancies, or incomplete documentation and follow up as needed
• Request amendments, corrections, or updated documentation from medical providers when necessary
• Communication & Follow-Up Coordination
• Maintain frequent communication with clients regarding treatment status, records requests, and outstanding documentation needs
• Communicate professionally with medical providers, billing departments, insurance adjusters, and vendors through phone calls, email, fax, and written correspondence
• Conduct consistent follow-up on outstanding records, bills, balances, and documentation requests to ensure timely processing
• Respond to internal and external communications in a timely and professional manner
• Provide updates regarding records status, pending requests, and case progression to appropriate team members
• Case Management & Documentation
• Maintain accurate and detailed documentation of all case activity, communications, requests, and follow-up efforts within the case management system
• Track outstanding medical records, invoices, balances, and pending documentation requests
• Ensure all records and documentation are properly uploaded, labeled, and organized within the client file
• Monitor case progression and identify files ready for demand preparation or escalation
• Assist with maintaining accurate demand-related documentation and case readiness standards
• Administrative & Operational Responsibilities
• Process invoices and payments related to obtaining medical records and bills as assigned
• Document expenses and payment activity accurately within the case management system
• Support department workflow efficiency and timely completion of demand preparation tasks
• Assist with maintaining organization and accuracy across high-volume demand files
• Collaborate with attorneys, case managers, and other departments regarding case status and outstanding needs

Work Environment

• Fast-paced, high-volume personal injury pre-litigation environment
• Collaborative team setting with strong accountability and communication expectations
• Requires the ability to multitask, prioritize competing deadlines, and manage high-volume follow-up responsibilities
• Client-service focused role requiring professionalism, responsiveness, organization, and attention to detail

Qualifications

• Previous experience in Personal Injury Case Management, Demands, Medical Records, or Pre-Litigation preferred
• Experience requesting, reviewing, or organizing medical records and medical bills
• Experience communicating with medical providers, insurance adjusters, or clients regarding claim-related matters
• Strong organizational skills and attention to detail
• Ability to manage a high-volume workload in a fast-paced environment
• Strong written and verbal communication skills
• Ability to work independently while maintaining accountability and follow-through
• Reliable attendance, professionalism, and responsiveness
• Fluency in both English and Spanish
• Commitment to work overtime on occasion

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