• 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

• Build and maintain a centralized company operating system in Notion including documentation of goals, OKRs, meeting notes, and project context • Eliminate repeated conversations and scattered information by creating a single source of truth across the organization • Keep documentation current, organized, and easy to navigate as the company scales • Implement and integrate the company's AI-native toolstack including Grain for meeting recording, Attio CRM, Linear for task tracking, and other automation tools • Configure permissions, workflows, and integrations to ensure seamless cross-platform operations • Stay current on new tools and proactively recommend additions or replacements that improve operational efficiency • Audit and automate recurring operational processes on a regular cycle, proactively identifying manual tasks and replacing them with scalable systems • Use tools such as Claude, Cursor, Zapier, Make, or similar no-code and low-code platforms to build internal automations without requiring deep traditional engineering knowledge • Track founder follow-ups, manage action items, and ensure nothing falls through the cracks across two distinct business verticals • Book travel, coordinate scheduling, and manage logistics on the founder's behalf • Maintain visibility across both business lines and surface blockers, priorities, and pending decisions proactively

• 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

• 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