Client Support Representative (REMOTE)

The Ward Law Group, PL; Colombia; Remote; COP 33,480,000 - 60,264,000; Full time

Job summary

The Ward Law Group, PL seeks a diligent Virtual Assistant to support our plaintiff personal injury practice. This independent contractor role offers a 40-hour workweek and requires strong English and Spanish communication, reliability, and solid clerical skills.

You will screen calls, route messages, manage documents in our CMS, coordinate with clients and providers, and support case intake while maintaining confidentiality and high-quality client service.

Qualifications

• Fluent in English and Spanish with strong written and verbal communication skills.
• Experience in plaintiff personal injury law firms or medical offices scheduling.
• Experience with CRM/case management systems (Litify, Filevine, SmartAdvocate, Clio, etc.).

Responsibilities

• Answer, screen, and route incoming calls to the appropriate team member.
• Log phone calls and upload documents into the online document management system.
• Provide clerical support, including faxing, copying, and file organization.
• Maintain regular communication with clients and respond to questions.
• Obtain insurance coverage information in a timely manner.
• Follow up on medical treatment and confirm continuity of care.
• Request and obtain medical records and billing statements from providers.
• Communicate with insurance companies regarding treatment status and update adjuster information.

Skills

Bilingual English/Spanish

Call center experience

CRM / case management

Administrative support

Tools

Litify

Filevine

SmartAdvocate

Clio

Job description

Join an Award-Winning Personal Injury Law Firm

At The Ward Law Group, our mission is simple:

Changing Lives. One Client at a Time

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Our Core Values

Faith– We act with integrity, honesty, and purpose in everything we do.

Accountability– We take ownership of our work, our commitments, and the results we deliver.

Leadership– We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.

Loyalty– We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.

Service to Our Clients– We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.

Service to Our Teammates– We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.

Service to Our Community– We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.

Job Description

This is a Virtual Assistant position as an independent contractor. Paid time off and healthcare benefits are not provided.

Full-time availability is required for a 40-hour workweek with two days off. Depending on business needs, one weekend day may be included in your schedule.

Preferred ScheduleTime: Monday - Friday 9:00 AM EST - 5:30 PM EST

Responsibilities

• Answer, screen, and route incoming calls to the appropriate team member
• Take and relay messages or transfer calls to voicemail when staff are unavailable
• Log phone calls and upload documents into the online document management system
• Provide clerical support to office staff, including faxing, copying, and file organization
• Maintain regular communication with clients and respond to questions
• Obtain insurance coverage information in a timely manner
• Follow up on medical treatment and confirm continuity of care
• Request and obtain medical records and billing statements from providers
• Communicate with insurance companies regarding treatment status and update adjuster information in the system
• Perform additional administrative and case-related duties as assigned

Qualifications

• Professional fluency in both English and Spanish, including strong written and verbal communication skills, is required for this role.
• Plaintiff personal injury law firms
• Medical offices or healthcare scheduling
• Legal intake or case support
• Call centers with high-volume inbound calls
• CRM or case management systems (Litify, Filevine, SmartAdvocate, Clio, etc.)

Additional Information

Technical Requirements

Contractors supply their own equipment and workspace. Your setup must meet these minimums:

• Windows: Windows 11, Intel i5 (8th generation or newer) or equivalent, 16 GB RAM, 256 GB SSD
• Mac: macOS 14 (Sonoma) or newer, Apple Silicon or Intel i5, 16 GB RAM, 256 GB SSD
• The device must be used solely by you — not shared with family or household members

Internet — wired Ethernet preferred, 5 GHz Wi-Fi acceptable:

• 30 Mbps download / 15 Mbps upload minimum
• Private, password-protected network. Public Wi-Fi is not permitted for this work.

Peripherals

• USB noise-cancelling headset with microphone
• Webcam capable of clear video for scheduled calls

Security — required for handling confidential applicant information:

• Full-disk encryption enabled (BitLocker or FileVault)
• Screen lock after no more than 10 minutes idle
• Active endpoint protection software
• Applicant data stored only in firm-designated systems — never on personal cloud storage or local drives

Additional Information

Contractor Terms

• This is an independent contractor engagement, not employment.
• No paid time off, healthcare, retirement, or other employee benefits are provided.
• You will supply your own equipment, software, internet connection, and workspace.

The Ward Law Group does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

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.