Client Care Coordinator / Legal Support Specialist

Hourly Rate: $3.00–$4.00 USD per hour, based on experience
Schedule: Full-time, 40 hours per week
Work Location: Remote
Working Hours: Must be available during designated U.S. Eastern Time business hours

About John Brown Law Firm

John Brown Law Firm is a growing personal injury law firm serving clients in Georgia and South Carolina. We are committed to providing responsive, compassionate, and professional service to every client.

We are looking for a dependable and highly organized Client Care Coordinator / Legal Support Specialist to assist with client communication, intake, reception, case setup, administrative support, and pre-litigation case management.

This position combines the responsibilities of a legal assistant, intake specialist, receptionist, and client care coordinator. The ideal candidate is professional, compassionate, detail-oriented, comfortable speaking with clients, and able to manage multiple assignments in a remote work environment.

Primary Responsibilities

Client Care and Communication

* Serve as a primary point of contact for clients throughout the pre-litigation process.
* Contact clients regularly to provide updates and check on their medical treatment.
* Ask clients about upcoming appointments, treatment progress, missed appointments, new providers, and changes in their medical condition.
* Document all client communications accurately in SmartAdvocate.
* Respond to client calls, emails, text messages, and Case Status messages professionally and promptly.
* Schedule client calls with the attorney or case manager when necessary.
* Identify urgent client concerns and escalate them to the appropriate tea ---------- mber.
* Maintain a compassionate and professional tone when assisting injured clients.
* Help ensure clients understand the next steps in their cases without providing legal advice.

Intake and Reception

* Answer incoming telephone calls professionally.
* Gather information from prospective clients and complete detailed intake questionnaires.
* Screen potential personal injury matters according to the firm’s intake criteria.
* Enter lead information accurately into GoHighLevel and other firm systems.
* Conduct follow-up calls, text messages, and emails with prospective clients.
* Schedule consultations and attorney callbacks.
* Send representation agreements through DocuBee.
* Follow up with prospective clients regarding unsigned agreements and missing information.
* Confirm receipt of signed documents and assist with transferring signed clients into the case-opening process.
* Route calls and messages to the appropriate employee.
* Maintain accurate call notes and communication records.
* Provide backup reception coverage when other staff members are unavailable.

New Case Setup

* Open and organize new client files in SmartAdvocate.
* Confirm that client names, contact information, i ---------- details, insurance information, and other case data are accurate.
* Upload signed contracts, identification documents, insurance cards, photographs, police reports, and other supporting documents.
* Add new clients to Case Status.
* Prepare and send letters of representation.
* Send preservation letters, insurance notification letters, medical authorizations, and other standard correspondence.
* Notify insurance companies and medical providers of the firm’s representation.
* Request claim numbers, adjuster information, policy information, and coverage details.
* Confirm that all required opening documents and case information have been received.
* Follow the firm’s file-naming and document-upload protocols.

Legal and Administrative Support

* Assist case managers and attorneys with pre-litigation administrative tasks.
* Draft routine correspondence using firm templates.
* Request police reports, i ---------- reports, photographs, insurance information, and other case-related documents.
* Request medical records and billing statements when assigned.
* Coordinate record requests with the firm’s outside medical-records vendor.
* Follow up with providers regarding outstanding records, bills, balances, liens, and treatment information.
* Maintain organized digital case files.
* Review files for missing documents, incomplete information, or overdue follow-up tasks.
* Update case stages, notes, tasks, contacts, and important dates in SmartAdvocate.
* Calendar deadlines, follow-up dates, appointments, and other important events.
* Assist with preparing case summaries, treatment updates, and status reports.
* Perform data entry and other administrative assignments as needed.
* Help ensure that assigned cases continue moving forward.

Medical Treatment Follow-Up

* Regularly contact clients to confirm that they are attending medical treatment.
* Identify gaps in treatment or missed appointments.
* Follow up with clients who have stopped treating or have not scheduled recommended care.
* Obtain updated provider information and appointment dates.
* Contact medical providers to confirm attendance and treatment status when authorized.
* Notify the case manager of treatment gaps, transportation concerns, financial difficulties, or other barriers affecting treatment.
* Document all treatment updates and follow-up efforts in SmartAdvocate.
* Assist clients with administrative coordination while avoiding medical or legal advice.

Insurance and Claims Support

* Contact insurance carriers to establish claims.
* Obtain claim numbers, adjuster names, telephone numbers, email addresses, and mailing addresses.
* Request declarations pages, policy limits, coverage confirmations, and other available insurance information.
* Confirm liability and property-damage claim information.
* Follow up with adjusters regarding unanswered correspondence and outstanding requests.
* Upload and document all insurance communications in SmartAdvocate.
* Immediately escalate coverage disputes, denials, recorded-statement requests, settlement offers, or other significant communications.

Required Qualifications

* Strong written and spoken English.
* Professional telephone and email communication skills.
* Excellent organization and attention to detail.
* Ability to communicate with injured, frustrated, or emotional clients patiently and compassionately.
* Ability to follow written procedures, checklists, templates, and deadlines.
* Ability to manage multiple cases and assignments at the same time.
* Reliable internet connection and a quiet, professional workspace.
* Strong computer and data-entry skills.
* Ability to work independently while remaining responsive to supervisors and tea ---------- mbers.
* Willingness to learn personal injury terminology, procedures, and software.
* Ability to protect confidential and sensitive client information.
* Availability to work during required U.S. Eastern Time hours.

Preferred Qualifications

* Previous experience with a personal injury law firm.
* Previous experience as a legal assistant, intake specialist, receptionist, case assistant, client care specialist, or customer-service representative.
* Familiarity with SmartAdvocate, Case Status, GoHighLevel, DocuBee, RingCentral, Microsoft Office, Google Workspace, or electronic fax systems.
* Experience communicating with insurance companies, medical providers, law firms, or injured clients.
* Familiarity with medical terminology, insurance claims, medical records, and legal documents.

Legal experience is preferred but not required. We are willing to train a dependable candidate whose values, communication style, and work ethic align with our firm.

Performance Expectations

The selected candidate will be expected to:

* Answer and return communications promptly.
* Maintain accurate and complete case notes.
* Complete assigned tasks by their deadlines.
* Follow up consistently without requiring repeated reminders.
* Keep client and case information confidential.
* Communicate professionally with clients, providers, insurance representatives, attorneys, and coworkers.
* Identify urgent matters and escalate them appropriately.
* Remain available and responsive during scheduled working hours.
* Follow the firm’s procedures and accept coaching and feedback.
* Maintain a client-focused, solution-oriented attitude.

Technology and Workspace Requirements

The candidate must have:

* A reliable computer capable of running web-based legal software.
* A stable, high-speed internet connection.
* A working headset with a clear microphone.
* A quiet and private workspace suitable for confidential client calls.
* A backup plan for internet or power interruptions.
* The ability to participate in video meetings, training sessions, and screen-sharing.

Compensation

The starting rate is $3.00–$4.00 USD per hour, depending on experience, communication skills, and demonstrated ability.

Compensation may be reviewed based on performance, reliability, attendance, quality of work, and the ability to take on additional responsibilities.

How to Apply

Please submit the following:

1. Your updated résumé.
2. A brief explanation of your legal, intake, customer-service, or administrative experience.
3. A short voice recording introducing yourself and explaining why you are interested in the position.
4. Your available working hours in U.S. Eastern Time.
5. Your internet speed and backup internet or power options.
6. The software and case-management systems you have previously used.
7. Your requested hourly rate within the posted compensation range.

Please begin your application with the words “Client Care First” so we know you carefully reviewed the entire job posting.