Intake Specialist

Intake Specialist / Client Intake Team

Personal Injury & Workers’ Compensation Department

Position Overview

The Intake Team serves as the first point of contact for all prospective clients seeking legal representation for Workers’ Compensation and/or Personal Injury matters. Intake Specialists are responsible for creating a positive and professional client experience while gathering critical case information, evaluating potential claims, educating clients on the legal process, and guiding them through the onboarding and document-signing process.

This role requires exceptional communication skills, empathy, professionalism, sales confidence, attention to detail, and the ability to build trust quickly with injured individuals who may be experiencing physical pain, emotional distress, financial hardship, or uncertainty regarding their legal rights.

The Intake Team plays a vital role in converting potential leads into retained clients by ensuring every caller feels heard, supported, informed, and confident in choosing the firm to represent them.

Essential Job Duties & Responsibilities

Client Communication & First Contact

• Answer all incoming calls promptly, professionally, and empathetically.
• Serve as the first impression of the law firm by providing exceptional customer service.
• Build rapport and establish trust with injured individuals seeking legal assistance.
• Demonstrate compassion and patience while speaking with clients experiencing physical, emotional, or financial stress.
• Maintain professionalism and confidence during all client interactions.
• Communicate clearly and effectively over the phone while actively listening to client concerns.

Case Screening & Information Gathering

• Conduct detailed intake interviews with prospective clients regarding:
• • Accident details
  • Date and location of incident
  • Nature of injuries
  • Medical treatment received
  • Employment information
  • Insurance information
  • Witnesses and involved parties
  • Prior claims or legal representation
• Identify whether cases involve:
• • Workers’ Compensation
  • Personal Injury
  • Third-party claims
  • Motor vehicle accidents
  • Slip and fall incidents
  • Construction accidents
  • Workplace injuries
  • Other injury-related matters
• Gather accurate and complete information to assist attorneys in determining case viability.
• Verify all personal information and documentation for accuracy and completeness.

Client Profile Creation & Case Management

• Create and maintain detailed client profiles within the firm’s case management software.
• Accurately enter all client information, case details, notes, and documentation into the system.
• Upload supporting documents and maintain organized digital records.
• Ensure all information is properly documented and updated in real time.
• Maintain confidentiality and compliance with all firm policies and legal standards regarding sensitive client information.

Attorney Consultation Coordination

• Coordinate consultations between prospective clients and attorneys.
• Prepare attorneys with organized case summaries and relevant information before consultations.
• Communicate attorney recommendations and next steps to clients following consultations.
• Facilitate smooth transitions between intake and legal teams.

Client Education & Onboarding

• Educate clients regarding the Workers’ Compensation and/or Personal Injury process.
• Explain the firm’s role, legal procedures, expectations, and timelines in a clear and understandable manner.
• Answer general client questions regarding:
• • Medical treatment
  • Insurance claims
  • Workers’ Compensation benefits
  • Legal documentation
  • Case progression
• Reassure clients and help reduce confusion or anxiety regarding the legal process.

Retainer Conversion & Document Signing

• Guide prospective clients through the onboarding and retainer-signing process.
• Send legal documents and retainers via DocuSign.
• Walk clients through electronic signature procedures over the phone.
• Ensure all required documents are properly completed and signed.
• Address objections or hesitation professionally and confidently.
• Reinforce the value of the firm’s representation and build client confidence in retaining the firm.
• Follow up with prospective clients who have not yet completed the signing process.
• Maintain urgency while remaining respectful and client-focused.

Team Collaboration & Communication

• Collaborate closely with attorneys, paralegals, case managers, and other intake team members.
• Participate in team meetings, training sessions, and performance reviews.
• Assist in improving intake procedures and workflow efficiency.
• Support both in-office and virtual team operations through effective communication and accountability.
• Maintain professionalism in remote and hybrid work environments.

Administrative Responsibilities

• Maintain accurate call logs and intake records.
• Monitor intake pipelines and pending signatures.
• Track follow-ups and unresolved inquiries.
• Meet daily, weekly, and monthly performance goals.
• Assist with special projects and administrative tasks as assigned.

Required Skills & Qualifications

• Bilingual in Spanish required
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to build rapport and trust quickly.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional phone etiquette and communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Confidence in handling objections and closing retainers.
• Ability to work independently and collaboratively within a team environment.
• High level of empathy, patience, and emotional intelligence.
• Ability to maintain confidentiality and professionalism at all times.
• MUST be able to work fully in office Monday- Friday (Downtown manhattan)

Preferred Qualifications

• Previous experience in:
• • Personal Injury intake
  • Workers’ Compensation intake
  • Legal intake
  • Call center operations
  • Sales or client retention
• Familiarity with:
• • DocuSign
  • Case management software
  • CRM systems
  • Legal terminology

Performance Expectations

Intake Specialists are expected to:

• Respond to incoming leads promptly.
• Maintain high client satisfaction standards.
• Achieve established intake conversion goals.
• Ensure accuracy of all client information and documentation.
• Maintain professionalism and empathy during every interaction.
• Consistently follow firm procedures and compliance standards.
• Work collaboratively with attorneys and support staff to ensure smooth case onboarding.

Work Environment

• Fast-paced legal environment.
• Combination of in-office and remote collaboration.
• Heavy phone communication throughout the day.
• Requires the ability to handle emotionally sensitive situations professionally and compassionately.

Importance of the Intake Team

The Intake Team is one of the most important departments within the firm. Every interaction has a direct impact on client retention, firm growth, and the overall client experience. Intake Specialists not only gather information — they build trust, provide reassurance, and help injured individuals take the first step toward legal representation and recovery.