Personal Injury Records & Demands Department Manager (Virtual Assistant)

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.

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 

• 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 

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.