Case Manager (Personal Injury)

POSITION SUMMARY

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

Requirements

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