Demands Manager | Personal Injury

POSITION OVERVIEW

The Demands Manager owns the pipeline that turns a completed course of treatment into a complete accurate and timely demand package. You will manage the full sequence ordering medical records and bills assembling the package ensuring the demand is written well routing it for attorney approval and confirming it goes out inside the required timeframe across our Florida and New York matters.

This role is measured on deadlines. A demand that sits an extra three weeks costs the client leverage and costs the firm cycle time and the departments key performance indicators exist to make sure that does not happen. You will own those numbers report on them and manage the team to them.

To be clear about scope: this position does not carry settlement authority. Case valuation negotiation and the decision to accept or reject an offer remain with the assigned attorney. Your job is to make certain that when the attorney makes those decisions the package in front of them is complete accurate and on time.

KEY RESPONSIBILITIES

Records and Bills

• Order and pursue records. Direct the ordering of medical records itemized bills and supporting documentation from every treating provider facility and imaging center on the file.
• Chase what is missing. Maintain an active follow-up cadence with providers and records vendors; escalate non-responsive providers rather than letting a file stall.
• Verify completeness. Confirm that records and billing are complete and reconciled before a file moves to drafting no gaps in treatment no missing ledgers no unexplained balances.
• Manage authorizations. Ensure HIPAA-compliant authorizations are valid current and consistent with state records-release requirements (Fla. Stat. 456.057; N.Y. Public Health Law 18).

Demand Preparation and Writing

• Own package quality. Set and enforce the standard for what a demand package contains liability documentation medical narrative itemized specials wage loss photographs and supporting exhibits.
• Write and edit demands. Draft demands on the most significant files personally and edit the teams work so that every package leaving the department reads consistently and accurately.
• Maintain the templates. Build and keep current the demand templates exhibit indexes and checklists used across both offices.
• Reconcile the numbers. Verify that billed amounts paid amounts adjustments and outstanding balances presented in the demand are accurate and tie to the underlying records.

Attorney Approval and Transmittal

• Route for approval. Submit every demand to the assigned attorney for review and obtain documented approval before transmittal. No demand leaves without it.
• Close the loop on edits. Incorporate attorney revisions promptly and track rework so recurring issues get fixed at the template or training level.
• Send on time. Transmit approved demands within the required timeframe by the correct method with proof of delivery documented in the file.
• Track response deadlines. Calendar and monitor carrier response deadlines and escalate to the attorney as they approach.

Deadline and KPI Ownership

• Own the metrics. Be accountable for the departments KPIs on records turnaround drafting time approval cycle and on-time transmittal.
• Report weekly. Produce aging and pipeline reporting for firm leadership; flag at-risk files before they become late files not after.
• Manage capacity. Distribute workload across the team identify bottlenecks and adjust assignments to protect deadlines.
• Protect statutes and policy deadlines. Maintain the controls that ensure no demand misses a statute of limitations notice deadline or policy-required timeframe.

Team Leadership

• Supervise the team. Lead train and evaluate demand writers and records specialists across the Florida and New York pipelines.
• Train to the standard. Onboard new team members run file reviews and raise the writing quality of the group over time.
• Improve the process. Recommend and implement case management system workflow and vendor improvements that shorten cycle time.

Qualifications :

REQUIRED QUALIFICATIONS

• Bilingual English/Spanish spoken and written.
• Minimum of four (4) years of pre-litigation personal injury experience including hands-on demand preparation and medical records management.
• At least one (1) year of experience supervising training or leading a team.
• Demonstrated ability to manage a high-volume pipeline against hard deadlines with metrics to support it.
• Strong writing ability demands that are organized persuasive and free of errors requiring minimal attorney rework.
• Ability to read and reconcile medical records itemized bills and provider ledgers accurately.
• Experience at a high-volume plaintiff personal injury firm handling both Florida and New York matters.
• Working knowledge of pre-suit practice in at least one of the two markets and willingness to learn the other:

Florida PIP and the emergency medical condition determination under Fla. Stat. 627.736 policy limits disclosure requests under 627.4137 civil remedy notice practice under 624.155 the good-faith obligations that apply to claimants when setting demand deadlines following HB 837 and letter of protection documentation under 768.0427.

New York No-Fault practice under 11 NYCRR Part 65 including NF-2 and NF-3 filing deadlines and denial timeframes and coverage and SUM disclosure practice under Insurance Law 3420.

• Proficiency with legal case management software records retrieval platforms and spreadsheets.
• Meticulous attention to detail and comfort being held to a calendar.

PREFERRED QUALIFICATIONS

• Experience building or rebuilding a demands workflow including template and checklist design.
• Familiarity with records retrieval vendors and the economics of outsourcing versus in-house retrieval.
• Paralegal certificate or a bachelors degree.
• Experience reporting operational metrics to firm leadership.

Additional Information :

COMPENSATION & BENEFITS

• Competitive salary commensurate with experience
• Professional development and continuing education support
• Collaborative growth-oriented team environment
• Medical dental & vision
• Hospital plans
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Employee Assistance Program
• Tuition Assistance
• Paid time off and paid holidays

JOIN OUR TEAM

At The Ward Law Group every role contributes to changing lives.

If youre looking for an opportunity to grow your litigation career maximize client recoveries and work alongside a high-performing legal team wed love to hear from you.

Apply today and become part of a team committed to excellence accountability and changing livesone client at a time.

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.

At The Ward Law Group we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race gender sexual orientation gender identity age color religion national origin veteran status disability genetic information or any other status protected by applicable law. We value our people their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.

In accordance with the Immigration Reform and Control Act of 1986 employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.

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Remote Work :

No

Employment Type :

Full-time