Case Manager

Job Description

Job Description

Position Summary

At Richmond Vona, our Case Managers serve as the primary advocate and guide for clients throughout the pre-litigation process. This role is responsible for managing a caseload of personal injury matters from intake through settlement preparation, ensuring every client receives exceptional service, proactive communication, and strategic case management.

The ideal candidate is highly organized, empathetic, detail-oriented, and motivated by helping clients navigate some of the most difficult moments in their lives. They are proactive problem-solvers who take ownership of their work, communicate effectively, and thrive in a fast-paced, team-oriented environment.

Successful Case Managers embody Richmond Vona's core values of Winning, Always Ready, Professionalism, Precision, High-Level Communication, Accountability, and Service while delivering an outstanding client experience.

About Richmond Vona

Richmond Vona is a rapidly growing personal injury law firm located in Buffalo, New York. Our mission is to provide a superior level of service to our clients through personal connection, continuous communication, and relentless advocacy.

Recognized as one of Inc. 5000's Best Workplaces in America and one of Buffalo Business First's Best Places to Work, we are committed to building a workplace where talented people can grow, develop, and make a meaningful impact.

Core Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients throughout the life of their case.
• Build trust and rapport with clients through proactive communication and exceptional service.
• Maintain regular contact with clients to provide updates, answer questions, and manage expectations.
• Educate clients on the claims process and next steps throughout their case.
• Identify client concerns and escalate issues appropriately when necessary.

Case Ownership & Management

• Manage a personal injury caseload from initial representation through settlement preparation.
• Develop and maintain a strategic understanding of each case's progress and treatment status.
• Ensure cases continue moving forward by proactively identifying and resolving obstacles.
• Maintain accurate case notes, records, and documentation within the case management system.
• Monitor critical deadlines and ensure timely completion of case-related tasks.

Medical Records & Treatment Coordination

• Track client treatment progress and maintain ongoing communication regarding medical care.
• Coordinate requests for medical records, billing statements, imaging, and supporting documentation.
• Follow up with healthcare providers to ensure timely receipt of records and updates.
• Review records for completeness and identify missing information requiring follow-up.
• Assist clients with scheduling concerns and treatment-related questions when appropriate.

Investigation & Evidence Collection

• Gather and organize evidence necessary to support personal injury claims.
• Obtain police reports, witness statements, photographs, employment records, wage loss documentation, and other supporting materials.
• Assist in identifying liability issues and damages-related information.
• Ensure files are properly documented and prepared for attorney review.

Insurance & Claim Coordination

• Communicate with insurance carriers regarding claim status, coverage information, and outstanding documentation.
• Monitor property damage and bodily injury claims throughout the pre-litigation process.
• Coordinate submission of supporting documentation to insurance carriers as needed.
• Maintain accurate records of all carrier communications and claim developments.

Settlement Preparation

• Assist attorneys in preparing demand packages and settlement submissions.
• Organize medical records, bills, wage loss information, and supporting evidence for settlement review.
• Verify lien information and outstanding balances as applicable.
• Ensure files are complete and settlement-ready before attorney evaluation.

Team Collaboration & Continuous Improvement

• Partner closely with attorneys, legal assistants, intake staff, and leadership to achieve favorable client outcomes.
• Participate in training, coaching, and professional development opportunities.
• Contribute ideas to improve processes, efficiency, and client service.
• Support department goals and firm initiatives as assigned.

Qualifications

Required

• 2+ years of experience in personal injury case management, claims management, insurance, healthcare coordination, or a related field.
• Strong organizational skills and ability to manage a high-volume caseload.
• Excellent verbal and written communication skills.
• Ability to prioritize competing demands in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Proficiency with Microsoft Office Suite and case management software.

Preferred

• Prior personal injury law firm experience.
• Experience working with Litify, Salesforce, or similar case management platforms.
• Knowledge of personal injury claims, medical treatment processes, and insurance practices.

Success in This Role

Successful Case Managers are proactive, accountable, and highly organized professionals who take ownership of their caseloads. They anticipate client needs, communicate effectively, maintain strong relationships, and consistently move cases toward resolution while delivering a best-in-class client experience.

What We Offer

Compensation

• Competitive compensation based on experience and qualifications.
• Performance-based bonus opportunities.

Benefits

• 100% employer-paid single medical and dental coverage.
• Life insurance, AD&D, and disability benefits.
• Vision insurance and voluntary benefits.
• 401(k) with employer contribution.
• Generous paid time off.
• Summer hours program.
• Free onsite parking.

Growth Opportunities

• Structured onboarding and training program.
• Ongoing coaching and professional development.
• Advancement opportunities as the firm continues to grow.
• Exposure to complex personal injury matters and settlement strategy.

Culture

• Award-winning workplace culture focused on growth, accountability, and teamwork.
• Regular recognition programs, team events, and celebrations.
• Beautiful downtown Buffalo office environment.