Intake Specialist

The Personal Injury Intake Specialist serves as the first point of contact for potential clients seeking legal assistance. This role is responsible for handling inbound and outbound calls, gathering detailed case information, evaluating potential claims based on established criteria, and ensuring a positive client experience throughout the intake process. The Intake Specialist works closely with attorneys and case managers to facilitate timely case evaluations and onboarding.

Key Responsibilities
Answer incoming calls, emails, text messages, and online inquiries from prospective clients.
Conduct detailed intake interviews to gather facts regarding accidents, injuries, liability, insurance, and medical treatment.
Assess whether potential cases meet the firm's intake criteria.
Build rapport with prospective clients while demonstrating empathy and professionalism.
Explain the firm's intake process and answer basic legal process questions (without providing legal advice).
Schedule attorney consultations when appropriate.
Obtain and verify necessary client information and documentation.
Enter accurate case information into the firm's Case Management System (CMS) or CRM.
Request police reports, medical records, insurance information, and other relevant documents when required.
Follow up with prospective clients regarding missing information or documentation.
Maintain confidentiality of sensitive client information.
Coordinate with attorneys, paralegals, and case managers to ensure smooth case transitions.
Meet daily, weekly, and monthly intake performance metrics.

Skills

Experience handling inbound and outbound calls, conducting intake interviews, gathering case information, and assessing cases against intake criteria with demonstrated ability to build rapport and communicate professionally.