Position Summary
The Intake Coordinator serves as the first point of contact for prospective clients seeking legal representation. This role is responsible for providing exceptional customer service, gathering accurate information, evaluating potential cases based on firm criteria, and ensuring a seamless intake process from the initial contact through case retention. The Intake Coordinator plays a critical role in creating a positive first impression while helping the firm identify qualified personal injury cases.
Essential Duties and Responsibilities
- Answer incoming phone calls, web inquiries, text messages, and other communication channels from prospective clients.
- Conduct detailed intake interviews while demonstrating empathy, professionalism, and active listening.
- Gather accurate information regarding accidents, injuries, insurance coverage, medical treatment, and other relevant case details.
- Evaluate potential cases using established firm guidelines and intake criteria.
- Explain the firm's representation process and answer general questions regarding legal services.
- Schedule consultations with attorneys when appropriate.
- Obtain electronic signatures on representation agreements and required documents.
- Accurately enter and maintain client information in the firm's case management system.
- Follow up with prospective clients to obtain missing documentation or information.
- Request and collect accident reports, photographs, insurance information, medical records, and other supporting documentation as needed.
- Coordinate with attorneys, case managers, and other departments to ensure smooth case transitions.
- Maintain detailed notes documenting all communications and case updates.
- Meet individual and team performance metrics, including conversion rates, response times, and quality standards.
- Maintain confidentiality of all client information.
- Provide compassionate service to clients experiencing stressful situations.
- Stay current on firm procedures, legal intake protocols, and personal injury processes.
- Perform other duties as assigned.
Required Qualifications
- High school diploma or GED required.
- Associate's or Bachelor's degree preferred.
- Minimum one (1) year of customer service, call center, sales, legal, or healthcare experience preferred.
- Personal injury intake experience is highly preferred.
- Bilingual (English/Spanish) preferred but not required.
- Excellent verbal and written communication skills.
- Strong active listening and interpersonal skills.
- Ability to build rapport quickly with prospective clients.
- Strong organizational skills with exceptional attention to detail.
- Ability to multitask in a fast-paced environment.
- Strong computer proficiency, including Microsoft Office and case management software.
- Ability to type accurately while speaking with clients.
- Professional phone etiquette.
- Ability to maintain confidentiality and exercise sound judgment.
Knowledge, Skills, and Abilities
- Outstanding customer service and client care skills.
- Strong problem-solving and critical thinking abilities.
- Ability to remain calm under pressure.
- Effective time management and organizational skills.
- Ability to prioritize multiple tasks.
- Ability to work independently and collaboratively.
- Strong follow-up and closing skills.
- Ability to handle emotionally difficult conversations with empathy and professionalism.
- Adaptability to changing priorities and procedures.
Performance Expectations
Success in this role is measured by:
- Timely response to all prospective client inquiries.
- Accuracy and completeness of intake documentation.
- Client satisfaction and professionalism.
- Signed case conversion rates.
- Compliance with firm procedures and quality standards.
- Attendance, punctuality, and reliability.
- Effective communication with team members.
- Achievement of individual and departmental performance goals.
Physical Requirements
- Prolonged periods of sitting and computer work.
- Frequent use of telephone and headset.
- Ability to type and use multiple computer applications simultaneously.
- Occasionally lift up to 10 pounds.
Work Environment
- Fast-paced, high-volume call environment.
- In-office position
- Frequent interaction with clients experiencing stressful circumstances.
Why Join Our Team?
At Ramji Law Group, we are committed to making a meaningful difference in the lives of injured clients. Our Intake Coordinators play a vital role in helping individuals take the first step toward obtaining the legal representation they deserve. We value collaboration, professional development, accountability, and delivering exceptional client experiences.
