About The Role

The Case Manager runs the day to day of an assigned caseload of personal injury files. You will keep clients informed, coordinate medical treatment, chase records and bills, build the file toward a demand, and make sure nothing sits still.

This is the role clients interact with most. If you are organized by instinct, steady with people who are stressed, and the kind of person who cannot stand an open loop, you will do well here.

KEY RESPONSIBILITIES

Client Communication

Serve as the primary day to day contact for an assigned caseload
Provide proactive status updates on a set cadence so clients are never left wondering
Explain the process in plain language and set realistic expectations about timing
Stay calm and compassionate with clients who are in pain, frustrated, or worried about money
Document every client contact in the case management system

Medical Treatment Coordination

Coordinate treatment, referrals, diagnostics, and follow up appointments
Monitor treatment progress and flag gaps in care that could hurt the case
Communicate with providers about scheduling, records, billing, and letters of protection
Track when a client reaches maximum medical improvement and move the file forward

Records, Bills, and File Building

Order, track, and follow up on medical records and billing requests until they arrive
Review records for accuracy, completeness, and anything that needs attorney attention
Gather liability evidence, wage loss documentation, photos, and witness information
Assemble and draft demand packages for attorney review
Identify liens and outstanding balances early so settlement is not delayed later

Insurance and Claim Handling

Open claims, confirm coverage, and maintain communication with adjusters
Track claim numbers, adjuster assignments, and policy limits
Support the attorney and Pre-Litigation Manager during negotiation
Keep deadlines, tasks, and file status current in the case management system

CORE COMPETENCIES

Case ownership. You do not wait to be asked what is happening on a file
Client first mindset. The person on the other end of the phone is the point of the job
Time management. You can hold 60 active files and still know which three need attention today
Follow through. You close loops rather than leaving them open for someone else
Composure. Difficult calls do not rattle you
Accuracy. A missed bill or record costs a client real money at settlement
Collaboration. You work in step with attorneys and paralegals instead of around them

HOW SUCCESS IS MEASURED

Performance in this role is reviewed at 90 days, at six months, and annually. These are the measures that matter

Client contact standard held, with documented contact on every active file at least every 14 days
Records and billing requests followed up on cadence, with aging inside firm targets
Treatment gaps identified and escalated within the firm standard window
Case notes current in the system within 24 hours of any client, provider, or adjuster contact
Demand packages complete and accurate on first attorney review
Average file cycle time from signup to demand ready, tracked against firm benchmarks
Liens and outstanding balances identified before settlement rather than after
Client satisfaction and complaint rate on assigned files

QUALIFICATIONS AND EXPERIENCE

Required

2 or more years in personal injury case management, legal support, claims, or medical office work
Excellent organizational skills with the ability to manage a high volume of active files
Strong written and verbal communication skills
High attention to detail and consistent follow through
Comfort learning and working inside cloud based case management software
Commitment to confidentiality and professional discretion

Preferred

Experience in a Louisiana personal injury firm
Familiarity with medical terminology, records requests, and letters of protection
Experience drafting settlement demands
Bilingual in English and Spanish

BENEFITS

Health care plan (medical, dental, and vision)
Retirement plan with 401(k) participation
Critical illness and cancer ancillary plans
Life insurance (basic, voluntary, and AD&D)
Short term and long term disability coverage
Paid time off, including vacation and paid holidays
Ongoing training and professional development
Fully paperless, cloud based systems so your day is spent on client work instead of filing