Virtual Case Manager Assistant - Personal Injury

Avrek Law Firm is a plaintiff-side personal injury practice representing injured clients across eleven U.S. states. We help clients pursue compensation after accidents and injuries—often during one of the most stressful and unfamiliar periods of their lives. We are expanding our case management team to provide our clients with the attention, responsiveness, and support they deserve. This is not a call center or scripted role. You will be responsible for managing an assigned caseload, maintaining regular communication with clients, and helping move cases forward efficiently and accurately. Location: Remote, Philippines-based Schedule: Monday through Friday, 9:00 a.m. – 6:00 p.m. US Pacific Time (night shift in the Philippines) Reports to: Case Manager Supervisor Employment Type: Full-time, regular Preferred Background: Nursing, allied health, medical records, or related healthcare experience Responsibilities: Serve as a primary point of contact for an assigned caseload of injured clients, building strong relationships based on trust, empathy, and professionalism. Maintain regular communication with every client, including when there are no significant case updates, to ensure clients remain informed and supported throughout the process. Request, track, organize, and review medical records and itemized billing from treating providers. Build and maintain an accurate treatment chronology for each case, including providers, treatment dates, procedures, and treatment gaps. Monitor each client’s treatment progress and identify when treatment has concluded or the client has reached maximum medical improvement. Identify missing records, unexplained treatment gaps, outstanding liens, and other documentation issues, and follow through to resolve them. Coordinate with medical providers, insurance adjusters, and lien holders as directed. Accurately document all client communications, case activity, and follow-up items in Litify, our case management system. Escalate legal questions, settlement discussions, and case strategy matters to the handling attorney. This position does not provide legal advice or determine or communicate case valuation. Qualifications and Communication Requirements: A significant part of this role involves communicating with clients who may be frustrated, in pain, emotional, or unfamiliar with the legal process. Strong communication skills, patience, and professionalism are therefore essential. Advanced spoken English proficiency (CEFR C1, IELTS 7.0, or equivalent). Strong listening comprehension of American English, including fast-paced or emotional conversations and regional accents. Clear, professional written English for case notes, documentation, and client correspondence. Strong interpersonal skills and the ability to communicate with empathy while maintaining professional boundaries. Personal Attributes Genuine patience and empathy for people experiencing difficult circumstances. Ability to communicate delays, challenges, or unwelcome information honestly and professionally without over-promising. Strong organizational skills and consistent follow-through across a large number of active files. Ability to prioritize competing responsibilities and meet deadlines. Comfortable working independently while collaborating with supervisors and attorneys based in the U.S. Pacific Time Zone. Strong attention to detail and commitment to accurate documentation. Schedule and Work Environment Availability to work Monday through Friday, 9am to 6pm US pacific time. This is a night-shift position in the Philippines, and candidates should be comfortable maintaining this schedule on a long-term basis. Reliable wired broadband internet connection with a backup internet connection. Reliable backup power, such as an uninterruptible power supply (UPS) or generator. A private, quiet workspace where confidential client conversations cannot be overheard. Ability and willingness to maintain strict client confidentiality and comply with all applicable company privacy and information-security requirements. Preferred, but Not Required Prior experience supporting U.S. personal injury cases, whether at a law firm, legal services provider, or outsourcing organization. Experience with Litify or a comparable legal case management system. Experience communicating with U.S. insurance carriers, claims adjusters, medical providers, or lien holders.