Intake Specialist

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 onboardingQualifications:• 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