Intake Specialist
2 days ago
Uniondale
About: Premier Long Island plaintiff personal injury/medical malpractice law firm is looking hire an Intake Department Manager to lead, optimize, and scale our high-volume intake department. Responsibilities: • Lead and manage a remote intake team handling high-volume inbound leads and consultations, • Oversee all incoming prospective client communications with urgency, professionalism, and empathy, • Monitor and improve call conversion metrics, intake performance, response times, and signed case ratios, • Track and report KPIs including lead conversion, signed retainers, call handling metrics, follow-up compliance, and retention performance, • Evaluate and qualify potential medical malpractice and personal injury cases, • Train staff on lead conversations, objection handling, empathy, and intake conversion techniques, • Develop intake workflows, accountability systems, and performance standards to maximize efficiency and signed cases, • Coordinate attorney consultations and case assignments, • Ensure exceptional client experience from first contact through onboarding Qualifications: • Prior law firm intake management experience REQUIRED, • Experience handling high-volume legal intakes REQUIRED, • Plaintiff personal injury and/or medical malpractice experience strongly preferred, • Proven experience managing remote teams, • Strong understanding of call conversation metrics and KPI-driven performance management, • Ability to analyze intake data and improve conversion outcomes, • Must understand lead conversations, client psychology, and case qualification processes, • Excellent communication, leadership, and organizational skills, • Ability to thrive in a fast-paced, high-accountability environment