Senior Case Manager

About this role

The Senior Case Manager possesses extensive knowledge and understanding of personal injury. They assist attorneys with claim handling and negotiations, maintain contact with clients, and provide them with updates on case status.
Essential Functions:
Client Communication

• Contact clients within 24 hours of receiving their case to introduce themselves.

• Present initial settlement offers to clients within 48 hours of receipt.

• Educate clients about further medical treatments such as injections, rhizotomies, surgeries, TBI treatment, etc.

• Inform clients about the necessity to file lawsuits.

• Return all client calls the same day.

• Maintain bi-weekly communication with clients to ensure effective communication.

• Inform clients of case settlements and explain the reductions process.

Insurance Communication

• Follow up with insurance companies within 10 days after a settlement demand is sent and continue timely follow-ups until a response is received.

• Communicate settlement offers and counteroffers under the direct supervision of an attorney.

• Conduct settlement negotiations under the direct supervision of an attorney.

• Confirm coverage information (UM, PIP, and BI coverages).

• Follow up on Declaration pages from PIP, BI, UM, and UM Rejection forms if applicable.

• Send UM subrogation waivers and follow up to confirm UM subrogation is waived.

• Schedule mediations.

• Prepare mediation/global settlement/settlement conference summaries or presentations.

File Notation

• Log initial offers within 24 hours of receipt.

• Maintain thorough and accurate notes/records in Litify.

• Keep client files updated in Litify.

• Track offers, demands, and client authority in the negotiation link.

• Save documents or photos in the appropriate folder.

• Enter case resolution details in the resolution link.

• Pay outstanding invoices and keep the expenses link updated.

• Review and update links for injuries and treatment, approval requests, liens, Litify notes, litigations, negotiations, requests, resolutions, etc.

• Use appropriate call subjects when logging calls.

Case Review

• Review settlement offers before sending them to insurance companies.

• Revise surgical case reviews before clients undergo procedures.

• Conduct weekly audits for all cases.

• Discharge cases as needed.

• Draft and file lawsuits on behalf of the attorney, when applicable.

• Dismiss lawsuits on behalf of the attorney, when applicable.

Provider Communication

• Obtain estimates from providers before closing cases.

• Follow up and obtain health insurance liens.

• Check provider balances and obtain POD leader authority before settling cases with hospitals.

Client Service

• Ensure high standards of client service and satisfaction.

• Address client concerns and inquiries promptly and professionally.

• Contact clients every 14 days.

• Return client voicemails the same day.

Required Skills/Abilities:

• Strong organizational and leadership skills.

• Excellent communication and interpersonal abilities.

• Proficiency in Litify software and Microsoft Office Suite.

• Must be fluent in English and Spanish.

• Must consistently be on time and reliable.

• Must work well in a team environment.

• Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees.

Education and Experience:

• Prior case-management/personal-injury experience preferred.
Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Must be able to access and navigate each department at the organization’s facilities.

Caseload & Performance Requirements

• Possess expert knowledge and understanding of the complete Bodily Injury Claims process.

• Manage an average caseload of 80–120 Personal Injury cases.

• Achieve a minimum settlements target of per month.

• Meet a minimum requirement of 3 surgeries, 5 rhizotomies, and 5 injections per month for additional treatments.

• Review all settlement offers, additional demands, and surgery reviews within 48 hours of receipt.

Additional Training Requirements

• Required to attend additional in-person training, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend in person.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Technical Requirements
Contractors supply their own equipment and workspace. Your setup must meet these minimums:
Computer — capable of running a browser-based ATS, video conferencing, and a softphone simultaneously without degradation:

•
Windows: Windows 11, Intel i5 (8th generation or newer) or equivalent, 16 GB RAM, 256 GB SSD

•
Mac: macOS 14 (Sonoma) or newer, Apple Silicon or Intel i5, 16 GB RAM, 256 GB SSD

• The device must be used solely by you — not shared with family or household members

Internet — wired Ethernet preferred, 5 GHz Wi-Fi acceptable:

• 30 Mbps download / 15 Mbps upload minimum

• Latency under 100 ms

• Private, password-protected network. Public Wi-Fi is not permitted for this work.

Peripherals:

• USB noise-cancelling headset with microphone

• Webcam capable of clear video for scheduled calls

Security — required for handling confidential applicant information:

• Full-disk encryption enabled (BitLocker or FileVault)

• Automatic security updates enabled for operating system and browser

• Screen lock after no more than 10 minutes idle

• Active endpoint protection software

• Applicant data stored only in firm-designated systems — never on personal cloud storage or local drives

Additional Information
Contractor Terms

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