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 independent contractor (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-related 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 within a fast-paced environment.  The ideal candidate is a highly organized, results-driven leader who can effectively balance operational oversight, team development, client experience, and continuous process improvement while maintaining strong accountability and performance standards across the department.    Key Responsibilities  Department Leadership & Team Management  Lead, coach, and manage the Demand Department, including Demand Specialists, Hospital Request Specialists, Team Leads, Quality Analysts, and other demand-related personnel  Establish clear performance expectations aligned with departmental KPIs and firm objectives  Conduct regular one-on-one meetings to provide coaching, feedback, accountability, and professional development support  Identify and develop 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 when necessary  Participate in hiring, interviewing, onboarding, and offboarding activities to support departmental staffing needs Operational Oversight & Productivity Management Oversee 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 oversee 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 lead 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  Develop 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 all standard operating procedures, training materials, and departmental resources remain current and aligned 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, responsive, 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 when 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 related to productivity, client experience, case progression, and operational performance  Develop and implement action plans when 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 continuous improvement efforts and data-driven decision making    Work Environment  Fast-paced, high-volume personal injury law firm environment  Leadership-focused role requiring strong accountability, communication, and operational oversight  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 within a Plaintiff Personal Injury law firm 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 Microsoft Office applications  Reliable attendance, professionalism, and accountability  Fluency in both English and Spanish required  Preferred Qualifications  Experience managing Demand, Pre-Litigation, Case Management, or Personal Injury operations teams  Experience using Litify (Salesforce), Filevine, 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, Intel i5 (8th Gen+) or 2GHz and 8 cores 16 GB RAM 256 GB SSD Mac:macOS 11 (Big Sur+), Apple M1 or Intel i5 8 GB RAM 256 GB SSD Internet: Connection: 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. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place 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.