Case Manager

Description

The Case Manager is the client's primary point of contact from sign-up through demand. You own the file day to day: confirming intake information, managing medical treatment, tracking liens and coverage, keeping the client informed, and building the demand package that the attorney reviews and sends. The role sits at the center of the pre-litigation team and works directly with attorneys, claims, legal assistants, investigators, and accounting.

Reports to the Director of Case Management.

INTAKE CALL AND FILE SETUP

- Complete the intake call within 24 hours. Cases received before 3:00 PM are called the same day. Cases received after 3:00 PM are called by noon the next business day. Attempt daily until contact is made.

- Verify and obtain driver's license, health insurance cards, property damage and bodily injury photos, auto insurance information, resident relative information, employer and spouse information, emergency contact, email address, injury specifics, accident location and responding agency, and treatment information.

- Explain the case process and set client expectations at the outset. Lay out the road map through treatment, demand prep, and demand out.

MEDICAL MANAGEMENT

- Direct and monitor client treatment, including provider type and appropriateness relative to injuries and property damage.

- Complete the Medical and Damages section in the case management system and issue bill and record requests once the client finishes treating.

- Save and notate Letters of Protection once executed by the attorney.

- Assist with property damage issues, including rental, inspection, and total loss. Escalate complex matters to the Property Damage Coordinator.

LIENS AND COVERAGE

- Notate all liens in the file and notify the assigned attorney. This includes child support, workers' compensation, pre-settlement funding, attorney liens, medical funding, and letters of protection.

- Send MedPay demands as soon as bills are sufficient to exhaust coverage. MedPay demands go out before the liability demand package.

CLIENT FOLLOW-UP

- Contact every 7 days while the client is in treatment and every 10 days while in demand prep.

- Notate the file with a substantive summary of each conversation.

DEMAND PREPARATION

- Collect bills and records from providers and third-party record holders.

- Confirm the correct bodily injury adjuster and contact information.

- Confirm all treatment and lost wages with the client.

- Draft the demand with all bills and records enclosed, submit to the attorney for review, and send to the adjuster once approved.

COVERAGE AND COMMUNICATION

- Notify the Director of Case Management the day before planned PTO, along with any current time-limited demands or open issues.

- Update voicemail and email greetings with return date and backup contact before any absence.

PERFORMANCE STANDARDS

Performance is measured against the firm's KPI framework. Primary measures for this role are intake call completion within the 24-hour standard, client follow-up compliance at the 7-day and 10-day intervals, demand turnaround from end of treatment to demand submission, file documentation quality on audit, zero missed statute-of-limitations exposure, and client satisfaction.

Requirements

REQUIRED

- High school diploma or equivalent.

- Two or more years in personal injury case management, claims handling, medical billing, or a comparable client-facing role.

- Working knowledge of the personal injury claim lifecycle, medical records and billing, and insurance coverage basics.

- Demonstrated ability to manage a high-volume caseload without losing track of deadlines.

- Clear written and verbal communication with a client-facing tone that holds up under pressure.

- Proficiency with case management software and Microsoft 365.

PREFERRED

- Filevine and LeadDocket experience.

- Familiarity with Georgia, South Carolina, and Alabama pre-suit practice, including ante litem notice requirements.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Office-based position during standard business hours. Extended periods at a workstation using a computer and telephone. Occasional lifting of files and office materials up to 20 pounds. Reasonable accommodations will be made for qualified individuals with disabilities.