Human resources + 2 more
Description
The Intake Specialist plays a critical role in evaluating new cases and guiding prospective clients through the intake process. This position serves as the first point of contact for potential clients and is essential to setting the tone for trust, professionalism, and care.
The ideal candidate is empathetic, detail-oriented, and confident handling sensitive conversations. This individual will gather critical case information, assess case qualifications, ensure timely follow-up, and support attorneys during the early stages of case development.
Required Skills & Qualifications
- Prior law firm experience (Personal Injury experience is a plus)
- Previous experience in intake, receptionist, call center, or customer service roles
- Experience managing high call volumes or client-facing responsibilities
- Familiarity with legal case management systems such as Neos, Filevine, Clio, or Salesforce
- Experience using a softphone or VoIP phone system
Responsibilities
Key Responsibilities
- Communicate professionally and empathetically with prospective clients via phone calls, text messages, live chat, and email
- Respond promptly and consistently follow up on all new and pending client inquiries
- Conduct intake calls, take accurate notes, and document voicemails and client communications
- Collect, verify, and enter client and lead information into the case management system with a high degree of accuracy
- Establish rapport with every potential client and ensure they feel heard, supported, and respected
- Conduct initial client interviews with empathy and compassion to gather relevant facts and documentation
- Evaluate incoming inquiries to determine case qualifications and escalate qualified matters to attorneys
- Monitor all incoming intake channels (phone, email, web forms, referrals) to ensure timely responses
- Maintain, update, and track intake logs and reporting systems
- Schedule consultations, meetings, and follow-up calls with prospective clients
- Communicate with clients, witnesses, and third parties as directed by attorneys
- Support attorneys during initial consultations and the case-opening process
- Assist with administrative tasks related to opening new cases and maintaining internal databases
- Maintain, organize, and update electronic case files on a daily basis
- Perform additional duties as assigned
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