Client Intake & Case Management Specialist (Job ID: JASJAZ2)

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About 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 Responsibilities

Client Communication & Case Intake

• Conduct high volume outbound and inbound calls with clients regarding case updates, treatment status, insurance matters, and documentation
• Gather and verify detailed client information and accurately enter all case data into Smart Advocate
• Maintain professional, empathetic, and solution oriented communication with upset, emotional, or frustrated clients
• Follow communication scripts and workflows to ensure consistency and compliance
• Provide timely follow up and maintain strong client relationships throughout the case lifecycle

Medical Coordination & Case Development

• Coordinate medical appointments, MRI scheduling, and specialist referrals for clients
• Follow up with clients and providers to confirm treatment attendance and ongoing care
• Request, organize, and upload medical records, MRI reports, billing records, and treatment documentation
• Review medical information to identify potential gaps in treatment or specialist referrals
• Coordinate with chiropractors, pain management specialists, orthopedic providers, neurologists, and other medical professionals as needed
• Support the preparation and organization of case documentation for demand packages and attorney review

Insurance & Administrative Support

• Assist with no fault and PIP related processes, including insurance medical examination coordination and ledger follow up
• Help manage time sensitive deadlines related to case setup and insurance documentation
• Assist clients with vehicle damage concerns, rental coordination, and lost wage documentation when needed
• Track all activity, updates, and communications within Smart Advocate and other internal systems
• Maintain organized and comprehensive case notes with exceptional attention to detail

Systems & Workflow Management

• Utilize Smart Advocate for case management and documentation
• Use EVE Legal to support medical record analysis and demand package preparation
• Communicate and collaborate through Microsoft Teams and other internal systems
• Manage multiple active cases and priorities simultaneously while ensuring accuracy and efficiency
• Adapt quickly to evolving workflows, procedures, and operational needs

Qualifications & Skills

Must Have

• Fully bilingual in English and Spanish with excellent verbal and written communication skills
• Previous experience in customer service, client relations, legal support, case management, or administrative coordination
• Strong attention to detail with the ability to accurately document and organize sensitive information
• Excellent multitasking and time management skills in a fast paced environment
• Strong computer proficiency and ability to learn new software platforms quickly
• Comfortable handling high volume phone communication throughout the workday
• Reliable internet connection and professional home office setup
• Ability to work full time within either an 8 AM to 4 PM EST schedule or a 10 AM to 6 PM EST schedule

Preferred

• Previous experience working in a personal injury law firm
• Familiarity with New York no fault or personal injury processes
• Experience obtaining and organizing medical records and treatment documentation
• Previous experience using Smart Advocate or similar legal CRM systems
• Familiarity with EVE Legal, legal case management software, or AI driven legal tools
• Understanding of medical terminology, MRI reports, and treatment coordination

Personality Traits

• Highly detail oriented and process driven
• Empathetic and patient when dealing with clients in stressful situations
• Calm under pressure with strong emotional intelligence
• Proactive and self motivated with a strong sense of urgency
• Organized and dependable with strong follow through
• Able to work independently while remaining collaborative with the team
• Professional, adaptable, and solution oriented
• Comfortable handling sensitive conversations and managing demanding clients

Tools & Systems

• CRM: Smart Advocate
• Voice Call System: GoTo
• Time Tracking
• Company-provided scripts and proper tech setup assistance will be provided
• Microsoft Suite (Teams)