Intake Specialist
The Intake Specialist serves as the first point of contact for potential new clients. This role is responsible for engaging individuals who have suffered personal injuries, qualifying cases, collecting critical preliminary information, and ensuring every accepted case is accurately opened and routed into the firm’s system. The Intake Specialist combines strong communication and sales skills with empathy and attention to detail to ensure prospective clients feel supported, informed, and confident throughout the intake process.
Apply for this role→- Experience in a US law firm
- Strong written and spoken English
- Reliable internet
- A working camera and microphone
You work from home, during the firm's business hours, inside the firm's case software.
What the job involves.
Key Responsibilities
- Serve as the first point of contact for new and potential clients via phone calls, web forms, and emails.
- Engage with individuals who have suffered personal injuries in a professional, empathetic, and reassuring manner.
- Utilize sales and consultative communication skills to explain the firm’s services and guide clients through the intake process.
- Qualify cases by verifying basic eligibility, including jurisdiction, dates, and preliminary liability indicators.
- Complete intake questionnaires accurately and efficiently while maintaining a client-focused experience.
- Collect, document, and enter all essential client and case information into the firm’s case management system (Filevine, Lead Docket, or similar).
- Send, track, and follow up on retainer agreements or engagement letters.
- Ensure potential clients feel supported, informed, and clear on next steps throughout the intake process.
- Escalate qualified leads to attorneys or case managers for further review and case acceptance.
- Collaborate closely with legal and administrative teams to ensure smooth and timely case onboarding.
- Maintain organized intake logs, follow-up lists, and status updates in accordance with firm protocols.
KPIs / Performance Metrics
- Data accuracy ≥ 98% in CMS entries.
- Average response time to new leads ≤ 15 minutes.
- Retainer conversion rate (signed ÷ qualified) ≥ 80%.
- Client satisfaction rating ≥ 4.5 / 5 on intake follow-ups.
Required Skills & Qualifications
- Strong verbal and written communication skills.
- Ability to engage clients with empathy, professionalism, and confidence.
- Sales-oriented mindset with the ability to explain services and guide decision-making without pressure.
- High attention to detail and ability to document information accurately.
- Comfortable working in fast-paced, high-volume intake environments.
Trained first. Managed daily.
ClaimUp places specialists on the case teams of US personal injury firms, and stays with you after you start.
Training before day one
Onboarding and role training in ClaimUp University, so you know the role and the standard before you work on a client's cases.
A manager in your corner
A ClaimUp manager works with your team every day: following up, checking quality and coaching when something slips.
A real case team
You work with the firm's attorneys and staff, inside their case software, on real personal injury cases.
Send us your experience.
The specialist application goes to our talent team, who match people to open roles.
Want to join ClaimUp's internal team? See careers at ClaimUp.