Intake Specialist

This is a fully remote position, open to applicants in Honduras.

📋 Description

• Act as a reliable first point of contact for potential clients who reach out to the firm via inbound calls, online inquiries, and referrals.

• Perform structured screenings for cases related to motor vehicle accidents, rideshare incidents, premises liability, slip-and-fall occurrences, dog bites, and elder abuse or neglect.

• Collect comprehensive details about incidents, including injuries, medical treatment, potential liability, insurance coverage, and other essential information for case assessment.

• Utilize established intake criteria to identify potentially viable, high-value, urgent, or complex cases and escalate them to the appropriate legal team members.

• Foster rapport with prospective clients, communicate empathetically, and clearly explain the intake process.

• Manage follow-ups with pending leads, gather any missing information, and assist qualified prospects in progressing towards engagement with the firm.

• Maintain accurate records of intake, call logs, case notes, and follow-up activities in Litify.

• Facilitate transitions to attorneys, case managers, investigators, and other internal teams.

• Safeguard confidential client information by adhering to privacy guidelines, documentation protocols, and escalation procedures.

• Contribute to the goals of the intake team regarding responsiveness, documentation accuracy, follow-up completion, and prospective client conversion.

⛳️ Requirements

• 1-3 years of experience in personal injury intake, legal intake, or a similar high-volume client intake environment, including direct personal injury intake experience.

• Familiarity with U.S. plaintiff-side personal injury cases, such as auto accidents, premises liability, slip-and-fall incidents, dog bites, and comparable claims.

• Professional proficiency in both English and Spanish, with the capability to conduct sensitive client conversations confidently in either language.

• Ability to conduct structured intake interviews, ask pertinent follow-up questions, and accurately document details regarding injuries, treatment, liability, insurance, and incidents.

• Experience managing a high volume of inbound inquiries and executing timely follow-ups with prospective clients.

• Strong skills in data entry accuracy, organization, active listening, and professional telephone communication.

• Availability to adhere to an assigned Pacific Time schedule, including potential weekend shifts for Monday-Sunday coverage.

• Experience with Litify, Filevine, PracticePanther, or a similar legal case management platform; direct experience with Litify is particularly advantageous.

• Previous experience working with a California-based personal injury law firm.

• Understanding of lead conversion, signed-client acquisition, and intake KPIs such as response time, follow-up completion, accuracy, and conversion rates.

• Experience in identifying potentially high-value or time-sensitive personal injury matters for attorney review.

• Background in legal studies, relevant legal training, or knowledge of HIPAA and California privacy regulations.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.