Intake Coordinator

Intake Coordinator

The Legal Intake Coordinator is responsible for managing all initial contact with prospective clients, gathering essential case information, performing preliminary screening, and ensuring a professional and empathetic first impression of the firm. This role is vital for streamlining the client onboarding process and supporting the legal team's case acquisition efforts.

The essential duties and responsibilities include:

• Serve as the primary point of contact for all potential new clients (PNCs) via phone, email, website forms, and chat.
• Conduct initial, empathetic interviews with PNCs to understand the details of their legal needs and concerns.
• Provide a warm, professional, and reassuring experience, acknowledging that callers may be experiencing stressful situations.
• Answer non-legal questions about the firm's services, process, and general procedures (while strictly avoiding giving legal advice).
• Maintain regular follow-up communication with PNCs throughout the intake process.

Information gathering and case screening duties include:

• Collect and accurately record all essential client and case information, including personal contact details, the reason for the inquiry, key facts, timelines, and relevant documents.
• Conduct preliminary screening to assess the potential case's viability and fit with the firm's practice areas and expertise.
• Perform conflict-of-interest checks in the firm's system before advancing the case for attorney review.
• Ensure all necessary intake forms are distributed, completed accurately, and collected from the potential client.

Administrative and coordination tasks include:

• Manage the firm's intake pipeline and track the status of all PNC inquiries in the case management or CRM software.
• Schedule initial consultations/appointments between qualified PNCs and the appropriate attorney or legal professional, managing complex calendars.
• Draft case summary memorandums or reports for attorneys, synthesizing the gathered information for their review and decision on whether to accept the case.
• Process and onboard accepted new clients, including file creation and accurate data entry into firm databases.
• Assist with the collection and organization of initial supporting documentation.

Qualifications and skills required include:

• Exceptional communication skills: professional, clear, and articulate verbal and written communication.
• Empathy and patience: ability to interact compassionately with individuals who may be distressed or emotional.
• Attention to detail: meticulous accuracy in recording client information and managing data.
• Organizational skills: strong ability to manage and prioritize multiple simultaneous intakes and follow-ups.
• Technical proficiency: competency with Microsoft Office Suite (Word, Excel, Outlook) and the ability to quickly learn and utilize case management/CRM software.

Preferred qualifications include:

• Previous experience (1-3 years) in a customer service, sales, or intake role, preferably within a law firm or professional services environment.
• Familiarity with basic legal terminology and the litigation process relevant to the firm's practice areas.
• Bilingual or multilingual skills (e.g., Spanish/English) are often highly valued.

Schedule: Monday - Friday (8:00AM - 5:00PM) Fridays are remote (work from home)

Pay rate: $20.00 - $25.00 per hour based on experience