Intake Specialist

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.