The Ward Law Group, PL

Role Description Are you an experienced Personal Injury Demands Manager looking for an opportunity to lead a high-performing team while working remotely? The Ward Law Group is one of the fastest-growing plaintiff personal injury firms in the United States. We're seeking a bilingual (English/Spanish) leader to oversee our Demand Department, improve operational performance, coach team members, and help deliver outstanding results for our clients. If you thrive in a fast-paced environment, enjoy developing people, and have experience leading personal injury teams, we'd love to hear from you. What You'll Do - Lead and coach the Demand Department team - Monitor department productivity and quality - Conduct performance reviews and coaching sessions - Improve workflows and operational efficiency - Review KPIs and reporting - Partner with firm leadership on department initiatives - Ensure timely demand preparation and case progression - Resolve escalated client or operational issues - Support hiring, onboarding, and employee development - Foster a culture of accountability and excellence Qualifications - Minimum of 3 years of management experience required - Legal industry experience required; experience within a Plaintiff Personal Injury law firm strongly preferred - Experience managing teams in performance-driven environments with measurable productivity and quality standards - Experience conducting performance reviews, coaching conversations, audits, and performance improvement initiatives - Strong leadership, organizational, and team development skills - Ability to analyze data, identify trends, and implement process improvements - Strong written and verbal communication skills - Ability to manage multiple priorities and deadlines in a fast-paced environment - Proficiency with case management systems, reporting tools, and Microsoft Office applications - Reliable attendance, professionalism, and accountability - Fluency in both English and Spanish required Preferred Qualifications - Experience managing Demand, Pre-Litigation, Case Management, or Personal Injury operations teams - Experience using Litify (Salesforce), Filevine, or similar legal case management platforms - Experience implementing workflow improvements, automation initiatives, and operational efficiencies - Experience supporting departmental growth, workforce planning, and leadership development initiatives Benefits - Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 4.62 hours per pay period for a total of three (3) 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.

• Serve as the primary point of contact for personal injury clients • Maintain regular communication regarding treatment progress, case status, and outstanding items • Respond promptly to incoming calls, voicemails, text messages, and emails • Document all client communications accurately in the case management system • Provide exceptional customer service while managing a high-volume workload • Monitor clients' treatment progression • Coordinate with medical providers regarding appointments, treatment status, records, and billing • Communicate with insurance carriers regarding claim status and coverage information • Manage and prioritize an active caseload and ensure timely progression of each matter

• Lead and coach the Demand Department team • Monitor department productivity and quality • Conduct performance reviews and coaching sessions • Improve workflows and operational efficiency • Review KPIs and reporting • Partner with firm leadership on department initiatives • Ensure timely demand preparation and case progression • Resolve escalated client or operational issues • Support hiring, onboarding, and employee development • Foster a culture of accountability and excellence

• 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 • Monitor and follow up on client medical treatment progress and provider compliance • Coordinate with medical providers regarding appointments, treatment status, records, and billing requests • Communicate with insurance adjusters regarding claim status, coverage information, and property damage matters • Manage and prioritize an active caseload while ensuring timely progression of each matter • Ensure all case documentation is accurately saved, organized, and maintained within the case management system

Role Description The Virtual Assistant role is considered an independent contractor. 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. The Reductions Specialist serves as the final point of contact for each case, requiring a positive attitude and polished, professional communication. Key responsibilities encompass: - Initiating courtesy calls to clients upon case assignment - Providing detailed explanations of the reduction process - Meticulously logging phone calls, case statuses, and documents into the online document management software - Ensuring the efficient linkage of releases onto Litify - Confirming PIP benefits and validating damages with a complete provider list - Confirming balances due on medical accounts - Negotiating bills with providers - Sending out reductions promptly - Maintaining regular client contact, addressing queries every two weeks - Conducting case reviews and personal audits for productivity - Developing and monitoring weekly projection reports Additional responsibilities may include: - Answering, screening, and routing incoming calls to the appropriate team member - Taking and relaying messages or transferring calls to voicemail when staff are unavailable - Logging phone calls and uploading documents into the online document management system - Providing clerical support to office staff, including faxing, copying, and file organization - Maintaining regular communication with clients and responding to questions - Obtaining insurance coverage information in a timely manner - Following up on medical treatment and confirming continuity of care - Requesting and obtaining medical records and billing statements from providers - Communicating with insurance companies regarding treatment status and updating adjuster information in the system - Performing additional administrative and case-related duties as assigned Qualifications - Fluent in both English and Spanish (spoken and written) - Willingness to work overtime as needed - Strong written and verbal communication skills - Resourceful and proactive in resolving issues - Self-motivated with the ability to multitask - Able to work independently with minimal supervision 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 Benefits - Health care benefits and paid time off is not provided.

• Overseeing the firm's Demand Department and ensuring efficient case progression • Managing departmental operations, team performance, quality assurance, and strategic initiatives • Providing leadership, coaching, and accountability across demand-related teams • Ensuring compliance with internal processes and performance expectations • Conducting regular one-on-one meetings to provide coaching and feedback • Identifying and developing future leaders through mentorship and training • Overseeing daily department operations to ensure productivity and efficiency • Monitoring departmental performance and conducting case audits • Developing and implementing process improvements and supporting automation initiatives • Ensuring high-quality client service and addressing client concerns

• Oversee the firm's Demand Department and ensure efficient progression of personal injury cases • Manage departmental operations, team performance, quality assurance, productivity, and strategic initiatives • Provide leadership, coaching, and accountability across demand-related teams • Ensure compliance with internal processes, performance expectations, and quality standards • Conduct regular one-on-one meetings for coaching and professional development • Monitor departmental performance and ensure KPIs are met • Conduct case audits to ensure accuracy and adherence to processes • Collaborate with leadership on workflow enhancements and operational initiatives • Ensure high-quality client service and address escalated client concerns • Collect and analyze departmental performance data to support continuous improvement

• 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 • 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 • 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 • 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

• Organize, maintain, and update electronic case files and litigation documentation • Ensure all documents are properly named, saved, and filed within the case management system • Maintain accurate and up-to-date case information, deadlines, and litigation activity • Support attorneys throughout all phases of litigation preparation and case progression • Prepare, draft, review, and electronically file litigation documents, including: Complaints, Summonses, Discovery requests and responses, Notices, Subpoenas, Motions and related pleadings • Coordinate service of process and track responses, objections, and deadlines • Assist with the organization, review, and management of discovery materials and exhibits • Prepare materials and documentation for depositions, mediations, hearings, and trial preparation • Schedule depositions, mediations, CMEs, hearings, and related litigation events • Maintain and monitor litigation calendars, court deadlines, and scheduling requirements • Communicate professionally with clients regarding case status, litigation requirements, and scheduling matters • Save and organize court filings, pleadings, notices, and litigation correspondence

• Initiating courtesy calls to clients upon case assignment • Providing detailed explanations of the reduction process • Meticulously logging phone calls, case statuses, and documents into the online document management software • Ensuring the efficient linkage of releases onto Litify • Confirming PIP benefits and validating damages with a complete provider list • Confirming balances due on medical accounts • Negotiating bills with providers • Sending out reductions promptly • Maintaining regular client contact, addressing queries every two weeks • Conducting case reviews and personal audits for productivity • Developing and monitoring weekly projection reports • Answering, screening, and routing incoming calls to the appropriate team member • Taking and relaying messages or transferring calls to voicemail when staff are unavailable • Logging phone calls and uploading documents into the online document management system • Providing clerical support to office staff, including faxing, copying, and file organization • Maintaining regular communication with clients and responding to questions • Obtaining insurance coverage information in a timely manner • Following up on medical treatment and confirming continuity of care • Requesting and obtaining medical records and billing statements from providers • Communicating with insurance companies regarding treatment status and updating adjuster information in the system