Intake Specialist, Resume

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

📋 Description

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

• Perform structured case evaluations for motor vehicle accidents, rideshare incidents, premises liability, slip-and-fall cases, dog bites, and elder abuse or neglect issues.

• Collect details regarding incidents, injuries, medical treatments, potential liability, insurance coverage, and other information essential for case assessment.

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

• Establish rapport with prospective clients, communicate with empathy, and clearly explain the intake process.

• Follow up on pending leads, gather missing information, and assist qualified prospects in moving forward with the firm.

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

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

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

• Contribute to the intake team's objectives for 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 setting, including direct personal injury intake experience.

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

• Professional proficiency in both English and Spanish, capable of conducting sensitive client conversations confidently in both languages.

• Skill in conducting structured intake interviews, posing effective follow-up questions, and accurately documenting injuries, treatments, liability, insurance, and incident details.

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

• Strong data-entry accuracy, organizational skills, active listening, and professional telephone communication abilities.

• Availability to work a designated Pacific Time schedule, including possible weekend shifts as part of Monday-Sunday coverage.

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

• Previous experience supporting 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.

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

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

🏝️ Benefits

• Remote workplace