Intake Specialist Bilingual English/Spanish

Job Description

Job Description:\n\nPosition Summary Anthem Injury Lawyers is seeking a motivated, detail-oriented, and bilingual Intake Specialist to communicate with potential personal injury clients, evaluate incoming inquiries, gather detailed case information, and coordinate the next steps in the intake process. The Intake Specialist will conduct initial telephone and in-person interviews, document the facts surrounding potential claims, assess whether inquiries meet the firm’s criteria for representation, schedule consultations, and coordinate initial medical-provider appointments when appropriate. This person will also educate potential clients about the general intake and treatment process, set appropriate expectations, and explain the importance of clearly documenting pain, symptoms, limitations, and the effect of an injury on daily life. This is a high-contact position requiring excellent communication skills, empathy, sound judgment, organization, and discretion. The ideal candidate can create trust quickly, ask sensitive questions professionally, manage a high volume of calls, and maintain accurate records within the firm’s case management system. Compensation $22.00–$28.00 per hour, depending on experience, bilingual communication skills, intake knowledge, customer-service background, and overall qualifications. Key Responsibilities Prospective Client Communication Answer incoming calls from individuals seeking legal assistance. Respond promptly and professionally to prospective client inquiries. Communicate with potential clients in English and Spanish. Establish trust and rapport during the initial interaction. Listen carefully and allow callers to explain the circumstances surrounding their injuries. Ask organized and relevant follow-up questions. Maintain a calm, respectful, and compassionate communication style. Recognize that prospective clients may be injured, anxious, frustrated, or unfamiliar with the legal process. Avoid making promises or guarantees regarding representation, settlement value, or case outcome. Escalate urgent, sensitive, or unusual situations to the appropriate attorney or supervisor. Initial Client Interviews Conduct detailed initial interviews by telephone or in person. Gather relevant information regarding the incident and potential claim. Confirm the prospective client’s full name, contact information, preferred language, and availability. Document the date, time, location, and circumstances of the incident. Identify the parties and organizations involved. Gather information regarding injuries, symptoms, medical treatment, and healthcare providers. Determine whether the prospective client has communicated with insurance companies, attorneys, medical providers, or other parties. Identify documentation that may be available, including photographs, reports, medical records, insurance information, and correspondence. Clarify important facts without leading the prospective client or offering legal conclusions. Personal Injury Claim Screening Review incoming inquiries according to the firm’s established intake criteria. Evaluate whether a potential claim may fall within the firm’s personal injury practice. Identify missing information needed for further review. Recognize matters requiring immediate escalation because of deadlines, urgent medical concerns, or other significant circumstances. Prepare concise intake summaries for attorney or management review. Recommend the appropriate next step according to firm procedures. Avoid independently promising representation or making final legal determinations. Communicate intake decisions or next steps only as authorized by the firm. The role includes gathering information and assessing whether potential claims meet the firm’s criteria for representation. Medical Appointment Coordination Schedule initial medical-provider visits when appropriate. Communicate appointment dates, times, locations, and instructions clearly. Confirm that prospective clients understand the importance of attending scheduled appointments. Coordinate follow-up when appointment information changes. Document appointment details in the case management system. Communicate relevant scheduling information to the appropriate internal team members. Avoid providing medical advice or interpreting clinical information beyond the authorized scope of the role. Scheduling initial medical-provider appointments is a specific responsibility identified in the original JD. Client Education and Expectation Setting Provide general information about the firm’s intake and case-review process. Explain what clients can expect during the initial stages of a personal injury matter. Discuss the importance of following prescribed medical treatment. Explain the importance of accurately describing pain, symptoms, limitations, and changes in daily activities. Encourage clients to maintain appropriate records or journals regarding pain and suffering when instructed by the firm. Help prospective clients understand the importance of responsiveness, documentation, and follow-up. Avoid providing legal or medical advice outside the position’s scope. Refer substantive legal questions to an attorney. The Intake Specialist is expected to discuss treatment expectations and explain the importance of documenting pain, suffering, and related experiences. Consultation and Follow-Up Scheduling Schedule attorney consultations and follow-up appointments. Confirm appointment dates, times, formats, and contact information. Send reminders or appointment details according to firm procedures. Reschedule appointments when necessary. Follow up with prospective clients who have not provided requested information. Track incomplete intakes and open follow-up items. Notify attorneys and team members of scheduled consultations. Document missed appointments, cancellations, and completed follow-up efforts. Case Management System and Data Entry Enter prospective client information into the firm’s case management system. Maintain complete, accurate, and detailed intake records. Document all significant calls, interviews, appointments, and follow-up activity. Update contact information and case details when new information becomes available. Attach or organize intake-related documents according to firm procedures. Use standardized notes, categories, and intake statuses consistently. Review entries for accuracy before completing the intake. Correct errors promptly. Protect sensitive data against unauthorized access or disclosure. The position requires proficiency with case management software and responsibility for maintaining detailed client records. Internal Collaboration Collaborate with attorneys, Intake Specialists, Case Managers, and administrative personnel. Provide complete intake summaries for legal review. Communicate urgent information promptly. Assist with the transition from prospective client to active client when the firm accepts representation. Confirm that required information and documentation are available before handoff. Respond to internal questions regarding intake details. Participate in training, meetings, and process-improvement activities. Follow established scripts, workflows, eligibility criteria, and escalation procedures. Confidentiality and Professional Conduct Protect prospective client and client confidentiality. Handle legal, medical, financial, insurance, and personally identifying information with discretion. Avoid discussing potential cases in public or unauthorized settings. Verify authorization before releasing information. Follow applicable firm privacy and information-security procedures. Report misdirected communications or confidentiality concerns immediately. Maintain professional boundaries with prospective clients. Avoid offering personal opinions regarding the value or likely outcome of a claim. The original JD specifically requires the Intake Specialist to maintain confidentiality and handle sensitive information with discretion. Required Qualifications Must-Have Requirements At least 2 to 3 years of relevant experience. Professional fluency in English and Spanish. Previous customer-service, intake, call-center, administrative, medical-office, or comparable client-facing experience. Excellent verbal and written communication skills. Ability to conduct structured interviews and ask detailed follow-up questions. Strong organization and time-management skills. Exceptional attention to detail. Ability to manage high call volumes in a fast-paced environment. Ability to communicate professionally with injured, distressed, or frustrated individuals. Ability to manage multiple intakes, appointments, and follow-up tasks. Strong data-entry and documentation skills. Ability to protect confidential and sensitive information. Proficiency with Microsoft Office. Ability to use or quickly learn legal case management software. Strong follow-through and personal accountability. Ability to work collaboratively with attorneys and other firm personnel. Preferred Qualifications Previous legal-intake experience. Personal injury law firm experience. Medical intake or patient-coordination experience. Experience screening telephone inquiries using established criteria. Experience conducting high-volume inbound or outbound calls. Experience scheduling medical-provider appointments. Experience using legal case management or CRM software. Familiarity with personal injury terminology. Experience gathering accident, injury, insurance, and treatment information. Experience preparing intake summaries for attorney review. Strong written communication skills in English and Spanish. Experience using scripts, workflows, KPIs, or structured intake procedures. Scope-of-Role Boundaries The Intake Specialist must not: Guarantee that the firm will accept a case. Provide legal advice. Interpret statutes, deadlines, insurance coverage, or liability. Promise a specific settlement value or outcome. Advise a potential client to accept or reject an insurance offer. Provide medical advice. Represent themselves as an attorney or medical professional. Sign a prospective client without following the firm’s approval process. Release confidential information without authorization. Make factual assumptions when information has not been verified. Legal, ethical, medical, or case-strategy questions must be escalated to the appropriate attorney or authorized team member. Core Competencies Legal Intake Personal Injury Intake Bilingual Client Service English–Spanish Communication Prospective Client Screening Initial Client Interviews Claim Screening High-Volume Call Handling Medical Appointment Scheduling Consultation Scheduling Client Education Client Follow-Up Case Management Software CRM Data Entry Intake Documentation Customer Service Active Listening Empathy Confidentiality Attention to Detail Time Management Call Documentation Personal Injury Law Medical Treatment Coordination Ideal Candidate Profile The ideal candidate: Communicates naturally and professionally in English and Spanish. Builds rapport quickly with prospective clients. Demonstrates empathy without losing control of the interview. Listens carefully and asks organized follow-up questions. Can manage high call volume without sacrificing accuracy. Documents facts thoroughly and objectively. Understands the difference between gathering information and providing legal advice. Recognizes when an inquiry requires urgent escalation. Follows up consistently on incomplete intakes. Is comfortable discussing injuries, pain, medical treatment, and sensitive personal circumstances. Handles confidential information carefully. Learns case-management systems and intake workflows quickly. Accepts coaching and follows established processes. Takes ownership of an inquiry from the first call through final handoff. Maintains a professional and reassuring tone during difficult conversations. What Success Looks Like A successful Intake Specialist will: Answer prospective client inquiries promptly. Conduct complete and organized initial interviews. Gather the information required for claim evaluation. Prepare accurate and useful intake summaries. Schedule medical-provider visits and attorney consultations correctly. Maintain detailed and current case management records. Follow up consistently on missing information. Route qualified inquiries through the appropriate approval process. Communicate professionally in English and Spanish. Protect confidential information. Avoid unauthorized legal or medical advice. Help provide a smooth transition from prospective client to active client. Deliver an excellent first impression of Anthem Injury Lawyers. Non-Desirable Candidate Characteristics Likely Disqualifiers Is not professionally fluent in English and Spanish. Has fewer than two years of relevant experience without strong transferable qualifications. Cannot manage high call volume. Demonstrates poor verbal or written communication. Has weak attention to detail. Cannot maintain confidentiality. Is uncomfortable asking detailed questions about accidents, injuries, medical treatment, or insurance. Has weak computer or data-entry skills. Is unable to use or learn case management software. Provides legal or medical opinions outside the authorized scope of the role. Intake Red Flags Interrupts prospective clients excessively. Fails to ask necessary follow-up questions. Documents conclusions instead of objective facts. Promises that the firm will accept a case. Guarantees a settlement or outcome. Cannot distinguish urgent inquiries from routine follow-up. Does not verify contact information. Leaves important intake fields incomplete. Fails to follow up on missing information. Skips required screening questions. Cannot summarize a detailed conversation clearly. Does not document calls promptly. Behavioral Red Flags Lacks empathy when communicating with injured individuals. Becomes impatient with emotional or unfocused callers. Shares confidential information casually. Requires repeated reminders to complete follow-up. Is defensive when intake quality is reviewed. Does not follow established workflows. Prioritizes call speed over accuracy and client service. Avoids taking ownership of unresolved inquiries. Makes assumptions instead of asking clarifying questions. Has difficulty adapting to changing processes or technology.