Responsibilities
- 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
- Ensure medical records and bills are requested, obtained, and properly uploaded into the case management system
- 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
Requirements
- Excellent organizational skills
- Urgency
- Attention to detail
- Ability to multitask within a fast-paced environment
- Client-focused
- Highly accountable
- Comfortable handling sensitive situations
- Capable of balancing communication, administrative responsibilities, and case progression simultaneously
Additional Information
- Full-time position
- On-site work Monday - Friday
- Fast-paced, high-volume personal injury intake environment
- Collaborative team setting with strong accountability and communication expectations
- Requires the ability to multitask, prioritize urgent matters, and manage competing deadlines
- Client-service focused role requiring professionalism, empathy, responsiveness, and attention to detail
