Client Intake & Case Management Specialist
IMPORTANT - Watch this quick Loom video on how to get hired:https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISHJOB TITLEClient Intake & Case Management SpecialistJOB IDJASJAZ2INDUSTRYPlaintiff Personal Injury Law FirmLOCATIONLATAM (Spanish & English required)JOB STATUSFull TimeWORK SCHEDULEMonday to Friday, 1st: 8am - 4pm EST and 2nd: 10am to 6pm ESTSALARY$8 - $10 per hourTARGET START DATEASAPROLE OVERVIEWAbout the Client:The client is a fast paced personal injury law firm based in Long Island, New York, dedicated to advocating for accident victims and helping clients navigate complex injury claims from intake through settlement. The firm is known for its client centered approach, strong attention to detail, and commitment to delivering exceptional service during stressful and emotional situations. Their team handles high volumes of cases while maintaining personalized communication, proactive case management, and strong coordination with medical providers, insurance companies, and legal professionals.About the Role:The client is seeking a highly organized and detail oriented Client Intake & Case Management Specialist to support the front end operations of a busy personal injury practice. This role is heavily phone based and requires someone who can confidently manage client communication, coordinate medical treatment follow up, track critical deadlines, and maintain accurate case documentation across multiple systems. The ideal candidate is empathetic, tech savvy, capable of multitasking in a fast paced environment, and comfortable handling sensitive client situations with professionalism and urgency.Key ResponsibilitiesClient Communication & Case IntakeConduct high volume outbound and inbound calls with clients regarding case updates, treatment status, insurance matters, and documentationGather and verify detailed client information and accurately enter all case data into Smart AdvocateMaintain professional, empathetic, and solution oriented communication with upset, emotional, or frustrated clientsFollow communication scripts and workflows to ensure consistency and complianceProvide timely follow up and maintain strong client relationships throughout the case lifecycleMedical Coordination & Case DevelopmentCoordinate medical appointments, MRI scheduling, and specialist referrals for clientsFollow up with clients and providers to confirm treatment attendance and ongoing careRequest, organize, and upload medical records, MRI reports, billing records, and treatment documentationReview medical information to identify potential gaps in treatment or specialist referralsCoordinate with chiropractors, pain management specialists, orthopedic providers, neurologists, and other medical professionals as neededSupport the preparation and organization of case documentation for demand packages and attorney reviewInsurance & Administrative SupportAssist with no fault and PIP related processes, including insurance medical examination coordination and ledger follow upHelp manage time sensitive deadlines related to case setup and insurance documentationAssist clients with vehicle damage concerns, rental coordination, and lost wage documentation when neededTrack all activity, updates, and communications within Smart Advocate and other internal systemsMaintain organized and comprehensive case notes with exceptional attention to detailSystems & Workflow ManagementUtilize Smart Advocate for case management and documentationUse EVE Legal to support medical record analysis and demand package preparationCommunicate and collaborate through Microsoft Teams and other internal systemsManage multiple active cases and priorities simultaneously while ensuring accuracy and efficiencyAdapt quickly to evolving workflows, procedures, and operational needsQualifications & SkillsMust HaveFully bilingual in English and Spanish with excellent verbal and written communication skillsPrevious experience in customer service, client relations, legal support, case management, or administrative coordinationStrong attention to detail with the ability to accurately document and organize sensitive informationExcellent multitasking and time management skills in a fast paced environmentStrong computer proficiency and ability to learn new software platforms quicklyComfortable handling high volume phone communication throughout the workdayReliable internet connection and professional home office setupAbility to work full time within either an 8 AM to 4 PM EST schedule or a 10 AM to 6 PM EST schedulePreferredPrevious experience working in a personal injury law firmFamiliarity with New York no fault or personal injury processesExperience obtaining and organizing medical records and treatment documentationPrevious experience using Smart Advocate or similar legal CRM systemsFamiliarity with EVE Legal, legal case management software, or AI driven legal toolsUnderstanding of medical terminology, MRI reports, and treatment coordinationPersonality TraitsHighly detail oriented and process drivenEmpathetic and patient when dealing with clients in stressful situationsCalm under pressure with strong emotional intelligenceProactive and self motivated with a strong sense of urgencyOrganized and dependable with strong follow throughAble to work independently while remaining collaborative with the teamProfessional, adaptable, and solution orientedComfortable handling sensitive conversations and managing demanding clientsTools & SystemsCRM: Smart AdvocateVoice Call System: GoToTime TrackingCompany-provided scripts and proper tech setup assistance will be providedMicrosoft Suite (Teams)