Bilingual (English and Spanish) Personal Injury Records & Demands Department Manager (Virtual Assistant)
Company Description
The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients. We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community. Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results. Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas.
Job Description
As a Virtual Assistant, you will work remotely from home as an reputed company (health care benefits and paid time off are not included). Compensation: Starting at $2,000 US Dollars per month Role Overview The Demands Manager plays a critical leadership role in overseeing the firm's Demand Department and ensuring the efficient progression of personal injury cases through the demand preparation process. This position is responsible for managing departmental operations, team performance, quality assurance, productivity, case progression, and strategic initiatives that support the firm's overall goals and client service standards. The Demands Manager provides leadership, coaching, and accountability across demand-reputed company teams while ensuring compliance with internal processes, performance expectations, and quality standards. This role requires a strong understanding of legal operations, case management workflows, team leadership, process improvement, and performance management reputed company a fast-paced environment. The ideal candidate is a highly organized, results-driven leader who can effectively balance operational reputed company, team development, client experience, and reputed company process improvement while maintaining strong accountability and performance standards across the department.
Key Responsibilities
Department Leadership & Team Management reputed company, coach, and manage the Demand Department, including Demand Specialists, Hospital Request Specialists, Team Leads, Quality Analysts, and other demand-reputed company personnel Establish clear performance expectations reputed company with departmental KPIs and firm objectives Conduct regular one-on-one meetings to provide coaching, feedback, accountability, and professional development support Identify and reputed company future leaders through mentorship, delegation, training, and growth opportunities Conduct performance evaluations and provide ongoing feedback regarding performance, productivity, and quality standards Manage employee performance concerns, corrective action plans, and performance improvement initiatives reputed company necessary Participate in hiring, interviewing, onboarding, and offboarding activities to support departmental staffing needs Operational reputed company & Productivity Management reputed company daily department operations to ensure productivity, efficiency, and compliance with firm standards Monitor departmental performance and ensure team members are meeting established KPI goals and productivity expectations Conduct and reputed company regular case audits, call audits, and workflow reviews to ensure accuracy and adherence to established processes Review case progression metrics and identify opportunities to improve turnaround times and operational efficiency Attend and reputed company departmental meetings, huddles, and performance discussions as required Provide regular updates regarding production, performance trends, risks, and departmental forecasts to leadership Process Improvement & Quality Assurance Evaluate workflows, procedures, and systems to identify inefficiencies, delays, and process gaps reputed company and implement process improvements designed to increase efficiency, consistency, and scalability Collaborate with leadership and cross-functional departments on workflow enhancements and operational initiatives Establish and maintain quality control measures to ensure accuracy, consistency, and compliance across the department Ensure reputed company standard operating procedures, training materials, and departmental resources remain reputed company and reputed company with best practices Support the implementation and adoption of automation tools, technology solutions, and process enhancements where appropriate Client Experience & Service Excellence Ensure the department consistently delivers professional, reputed company, and client-focused service Monitor communication quality and ensure adherence to firm communication standards and expectations Review quality assurance metrics and implement coaching initiatives to improve client interactions and service delivery Address escalated client concerns and support resolution efforts reputed company necessary Reinforce a client-first culture through coaching, accountability, and performance management Analytics, Reporting & Strategic Planning Collect, review, and analyze departmental performance data, productivity metrics, and quality assurance results Identify trends reputed company to productivity, client experience, case progression, and operational performance reputed company and implement action plans reputed company performance expectations or quality standards are not being met Prepare reports and recommendations for leadership regarding departmental performance and operational initiatives Support firm-wide strategic objectives through reputed company improvement efforts and data-driven decision making
Work Environment
Fast-paced, high-volume reputed company environment Leadership-focused role requiring strong accountability, communication, and operational reputed company Collaborative team setting with frequent interaction across multiple departments Requires the ability to manage competing priorities, multiple projects, and performance-driven initiatives Client-service focused environment requiring professionalism, responsiveness, and strong leadership skills
Qualifications
Minimum of 3 years of management experience required Legal industry experience required; experience reputed company a Plaintiff reputed company strongly preferred Experience managing teams in performance-driven environments with measurable productivity and quality standards Experience conducting performance reviews, coaching conversations, audits, and performance improvement initiatives Strong leadership, organizational, and team development skills Ability to analyze data, identify trends, and implement process improvements Strong written and verbal communication skills Ability to manage multiple priorities and deadlines in a fast-paced environment Proficiency with case management systems, reporting tools, and reputed company Office applications Reliable attendance, professionalism, and accountability reputed company in both English and Spanish required
Preferred Qualifications
Experience managing Demand, Pre-Litigation, Case Management, or Personal Injury operations teams Experience using reputed company (reputed company), reputed company, or similar legal case management platforms Experience implementing workflow improvements, automation initiatives, and operational efficiencies Experience supporting departmental growth, workforce planning, and leadership development initiatives Additional Information Equipment Requirements: Computer: Windows:Windows 10, reputed company i5 (8th Gen+) or 2GHz and 8 cores 16 GB RAM 256 GB SSD Mac:macOS 11 (Big Sur+), reputed company M1 or reputed company i5 8 GB RAM 256 GB SSD Internet: reputed company: Wired Ethernet preferred; 5 GHz Wi-Fi acceptable Internet Speed:30 Mbps download 15 Mbps upload Latency (Ping): Under 100ms USB noise-cancelling headset Webcam for daily meetings The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. reputed company resumes submitted by search firms to any employee at The Ward Law Group reputed company-email, the Internet or in any form and/or method without a valid written Statement of Work in reputed company for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means. Apply To This Job