Intake Specialist - Personal Injury

The Senior Intake Specialist is a key member of the client services team, responsible for overseeing the intake of new potential clients, assessing case viability, and ensuring a high-quality, compassionate intake experience. This role supports and guides the intake team, handles high-priority or complex inquiries, and collaborates with attorneys and other departments to ensure seamless client onboarding. The ideal candidate will have strong experience in a personal injury law firm environment and a passion for helping others during difficult times.

Key Responsibilities

Client Intake & Case Evaluation

• Serve as a primary point of contact for potential clients via phone, email, text, or online channels.
• Conduct thorough intake interviews, gathering necessary facts and documentation to assess case viability.
• Accurately enter and maintain client data in the case management system.
• Evaluate complex or high-value leads and escalate to legal teams when appropriate.

Team Leadership & Support

• Mentor and support junior intake specialists by answering questions, resolving issues, and providing real-time
• feedback.
• Assist with training new intake team members and reinforcing best practices and quality standards.
• Act as a lead during shifts, ensuring intake coverage and performance expectations are met.

Process Improvement & Collaboration

• Work closely with the Intake Manager and Marketing to ensure lead quality and optimize conversion strategies.
• Identify opportunities for improvement in intake processes, scripts, and client communication.
• Collaborate with legal and operations teams to ensure timely and accurate handoff of new client matters.

Quality Assurance & Compliance

• Ensure all intake activities meet firm protocols, legal standards, and confidentiality requirements.
• Monitor and review call recordings and intake data to support quality assurance initiatives.
• Document follow-up activity and maintain high responsiveness to prospective clients.

Qualifications

Required:

• Minimum 3-5 years of experience in a personal injury law firm intake or client services role.
• Proven ability to assess legal case viability and conduct empathetic, effective client interviews.
• Strong understanding of personal injury claims, legal terminology, and client onboarding processes.
• Excellent communication and interpersonal skills, both written and verbal.
• High attention to detail with strong organizational and time management abilities.
• Comfortable using intake software, CRM systems, and Microsoft Office tools.
• Ability to work flexible hours, including evenings and weekends if needed.

Preferred:

• Leadership or supervisory experience in a legal intake environment.
• Bilingual (Spanish-English) strongly preferred.
• Experience with case management systems such as Filevine, Clio, or similar.

E-Verify Disclosure

The firm participates in the E-Verify program to confirm employment eligibility of all newly hired employees.

Equal Employment Opportunity Statement

The firm is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and provides equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.