Full-Time VA for US Law Firm — Client Phone Support & Case Management

We are a small law firm in Kentucky, USA representing people in Social Security Disability claims. We are hiring one full-time virtual assistant to support our case management team by handling inbound calls from our existing clients and keeping their case files current. This is a long-term role, not a short project. We are looking for someone who wants to stay with us for years and grow into more responsibility. WHAT YOU WILL DO - Answer inbound phone calls from our existing clients — people who have already hired us and are calling for updates on their cases - Give clients status updates from our case management system, and take detailed messages when a question needs an attorney - Make outbound calls to clients to request missing documents and follow up on forms we are waiting on - Call doctors' offices and hospitals to request and follow up on medical records - Log every call and update client files in Clio, our case management software - Handle data entry and document organization - Monitor and sort a shared email inbox HOURS 8:30 AM to 5:30 PM US Eastern Time, Monday through Friday, 40 hours per week. Please check what that means in your local time zone before applying. For applicants in the Philippines this is an overnight shift, roughly 8:30 PM to 5:30 AM. We need someone who can sustain this schedule long term, not for a few weeks. If the schedule does not work for you, please do not apply — we would rather know now. WHAT WE REQUIRE - Excellent spoken English with clear, easily understood pronunciation. Our clients are older adults in rural parts of the United States, many with hearing difficulties. Being understood on the first try matters more than anything else in this role. - At least 2 years of experience taking phone calls with US-based customers or clients - A quiet, dedicated home workspace with no background noise - Reliable high-speed internet AND a backup plan for outages — backup power and a secondary connection. Describe both in your application. - A good quality noise-cancelling USB headset - Strong written English for email and file notes - Comfort handling confidential medical and personal information, and willingness to sign a confidentiality agreement - Patience and genuine warmth. Many of our clients are seriously ill, frustrated with a slow government process, and worried about money. How you make them feel on the phone is the job. HELPFUL BUT NOT REQUIRED - Prior work with a US law firm, medical billing company, or insurance company - Familiarity with Clio or any legal case management system - Any background knowledge of US Social Security Disability WHAT WE PROVIDE - A phone system account, so you do not need your own US phone line - Full training on our systems and process - Written scripts and checklists for every recurring task - Direct access to the attorney and our case manager - Paid time off and a rate review after 90 days for the right person HOW TO APPLY — PLEASE READ ***Applications without a voice recording will not be reviewed.*** Record yourself reading the following out loud, as if speaking to a real client, and attach the audio file: "Good morning, this is [your name] calling from Hicks Law Firm. I'm reaching out about your Social Security disability claim. I wanted to let you know we received the paperwork you mailed in, and everything looks complete on our end. There's nothing else you need to do right now. We'll call you as soon as we hear anything from Social Security. Do you have any questions for me before I let you go?" In your proposal, also tell us: 1. What time 8:30 AM–5:30 PM US Eastern is where you live, and whether you have worked that schedule before and for how long 2. Your internet provider and speed, and exactly what you do when the power or internet goes out — be specific about your backup equipment 3. Your experience taking calls with US customers or clients — who you worked for, what kind of calls, and how long 4. Whether you have handled confidential medical records or personal information before