Intake Specialist

Description

Job Summary: The Intake Specialist is the first point of contact for prospective clients, responsible for screening, qualifying, and documenting new cases with professionalism and empathy. Key Highlights: 1. Primary contact for prospective clients and case screening 2. Handling of sensitive information and work in a high-volume environment 3. Empathetic communication and coordination with the legal team Intake Specialist Availability between 7:00 a.m. and 8:00 p.m. PST (Monday to Friday) English C1 Job Description The Intake Specialist is the first point of contact for prospective clients and will be responsible for screening, qualifying, and documenting new cases with professionalism, empathy, and precision. This role requires exceptional communication skills, excellent handling of sensitive information, and the ability to work in a high-volume, fast-paced environment. The primary objective is to ensure an efficient intake process, including timely follow-up, procedural compliance, and seamless coordination with the legal team. Responsibilities * Serve as the primary contact for prospective clients via phone, email, chat, or other intake channels. * Conduct structured interviews to collect key case information: facts, timelines, injuries or damages. * Evaluate and screen cases using firm-approved criteria and protocols. * Accurately document all communications and collected information in the case management system. * Identify red flags, potential conflicts, statute-of-limitations issues, or urgent matters for escalation. * Schedule consultations and perform warm handoffs to attorneys or senior intake staff. * Provide empathetic, clear, and professional communication to prospective clients, even in stressful or crisis situations. * Maintain strict confidentiality in accordance with legal and data protection standards. * Meet performance goals related to call handling, documentation accuracy, and response times. * Follow intake scripts, workflows, procedures, and compliance standards. * Participate in trainings, coaching sessions, audits, and quality improvement initiatives. * Collaborate with the Intake team, Case Managers, and Leadership to ensure smooth case transitions. Requirements * High school diploma or equivalent (technical or associate degree is a plus). * 1–2 years of experience in intake or customer service within Personal Injury. * Excellent verbal and written communication skills. * Ability to handle sensitive conversations with professionalism and emotional intelligence. * Strong attention to detail and high organizational skills. * Proficiency with case management systems, CRMs, and Microsoft Office or Google Workspace. * Ability to multitask, prioritize, and meet deadlines in high-volume environments. * Consistent attendance and punctuality. Key Skills * Intake and call handling * Customer service * Effective communication * Case evaluation * Data entry and management * CRM / Case Management Systems * Attention to detail and documentation accuracy * Empathy and active listening * High-volume environment management * Organization and time management * Professionalism and confidentiality * Microsoft Office and Google Workspace proficiency \#Legal25 Employment Type: Full-time Application Question(s): * Salary Expectation * Do you have at least one year of experience as an Intake Specialist in Personal Injury? Language: * English B2 (Mandatory)