Client Care Coordinator | Personal Injury (Bilingual)

JVP Management INC; Colombia; Remote; COP 143,102,000 - 206,704,000; Full time

Benefits offered by this job

100% remote

Job summary

JVP Management INC is seeking a bilingual Client Care Coordinator to support a personal injury law firm in Florida. You will be the single point of contact for clients from retainer to resolution, handling calls, treatment attendance, and ensuring no client feels forgotten.

The role requires warmth on the phone, rigor in the file, and strong confidentiality. Remote work is offered with full coverage hours during EST daytime.

Qualifications

• Fully bilingual in Spanish and English (C1/C2 in both), with ability to handle difficult conversations.
• Minimum of 2 years in a client-facing role within a law firm.
• Hands-on experience with a legal case management platform or CRM (Filevine strongly preferred; Litify, Clio, Smart Advocate, Needles, or Salesforce also accepted).

Responsibilities

• Own the client relationship from start to finish across an assigned caseload, so every client knows your voice.
• Return every client call within the same business day it comes in.
• Maintain a proactive contact schedule with each client, so no one goes too long without communication.
• Verify that clients are attending their scheduled medical appointments and report treatment gaps to the supervising attorney.
• Help clients overcome practical obstacles to treatment, such as appointments, transportation, or confusion about where to go.
• Deliver case status updates in plain language within the supervising attorney's boundaries.
• Document every client communication in the case management system, including unsuccessful calls.
• Return calls from medical providers and other non-adversarial third parties, verifying identity before sharing information.
• Keep client contact information current and escalate any situation requiring attorney attention.

Skills

Bilingual Spanish/English

Client communications

Law firm experience

CRM / File management

Tools

Filevine

Litify

Clio

Smart Advocate

Salesforce

Job description

We are looking for a bilingual Client Care Coordinator to support a personal injury law firm in Florida. You will be each client’s single point of human contact from the signed retainer through case resolution: returning calls, confirming that clients are attending treatment, identifying those who have stopped going, and making sure no one feels forgotten. We are looking for someone who is warm on the phone and rigorous in the file.

Responsibilities

• Own the client relationship from start to finish across an assigned caseload, so every client knows your voice
• Return every client call within the same business day it comes in
• Maintain a proactive contact schedule with each client, so no one goes too long without communication
• Verify that clients are attending their scheduled medical appointments and immediately report any treatment gaps to the supervising attorney
• Help clients overcome practical obstacles to treatment, such as appointment conflicts, transportation, or confusion about where to go
• Deliver case status updates in plain language, within the boundaries set by the supervising attorney
• Document every client communication in the case management system, including attempted contacts that did not connect
• Return calls from medical providers and other non-adversarial third parties, always verifying identity before sharing any information
• Keep client contact information current and escalat e any situation that requires attorney attention

Required Qualifications

• Fully bilingual in Spanish and English (C1/C2 in both), spoken and written, with the ability to handle emotionally difficult client conversations and hold natural-speed phone calls in English
• Minimum of 2 years of experience in a client-facing role within a law firm
• Hands-on experience with a legal case management platform or CRM (Filevine strongly preferred; Litify, Clio, Smart Advocate, Needles, or Salesforce also accepted)
• Demonstrated accountability for a client-contact or client-retention metric, with the ability to explain what you were measured on and your results
• Ability to handle a high volume of phone calls and files
• Composure, patience, and empathy when working with distressed clients, remaining professional during difficult calls
• Strong respect for confidentiality, including verifying a caller’s identity before disclosing information
• Full availability during the entire coverage window, with no partial coverage
• Private workspace, personal computer, professional noise-cancelling headset, and a reliable internet connection

Preferred Qualifications

• 3 or more years of client-facing experience in a law firm
• Prior experience at a U.S. personal injury firm, especially in pre-suit
• Experience in a dedicated client care, client success, or client retention role
• Familiarity with personal injury treatment, including physical therapy schedules, specialist referrals, diagnostic imaging, and what a treatment gap looks like
• Comfort using generative AI tools in your daily workflow in accordance with firm privacy policies

Schedule and Work Arrangement

Monday to Friday, 8:45 a.m. - 5:45 p.m. (EST) | 100% remote