Intake Counselor

Job Title: Intake Manager

Industry: Legal Services

Location: Chicago, IL – West Loop

Assignment Type: Direct Hire

Pay: $85,000–$120,000 annually

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM | 100% onsite.

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

A specialized Chicago law firm is seeking an experienced Intake Manager to lead its client intake function. The firm handles complex medical-related matters and works closely with individuals and families navigating highly sensitive circumstances.

This is a small, collaborative office. The organization is experiencing increased case volume and is looking for an experienced intake professional who can take ownership of the department, manage workflow, and provide an exceptional experience to prospective clients.

Job Description:

The Intake Manager will oversee the firm's intake process from the initial prospective-client inquiry through the determination of whether a matter will move forward for further review.

This is a hands-on leadership role that combines team management, client communication, lead management, documentation, medical-record coordination, and extensive follow-up. The ideal candidate has previously worked within a legal intake department and understands the urgency, organization, persistence, and sensitivity required to successfully manage prospective cases.

The Intake Manager will also supervise intake staff and ensure new inquiries are handled promptly, professionally, and consistently.

Key Responsibilities:

• Lead the day-to-day operations of the firm's client intake function and oversee supporting intake staff.
• Manage incoming prospective-client inquiries received through referrals, online channels, marketing efforts, and other sources.
• Conduct detailed initial conversations with prospective clients to gather relevant background and case information.
• Communicate professionally and compassionately with individuals and families discussing sensitive and potentially emotional circumstances.
• Maintain accurate records of prospective matters and ensure appropriate follow-up occurs throughout each stage of the intake process.
• Coordinate and distribute required engagement documents, authorization forms, and other intake paperwork.
• Maintain consistent follow-up with prospective clients to obtain outstanding information and completed documentation.
• Coordinate requests for medical records and monitor outstanding requests through completion.
• Organize incoming records and supporting materials for attorney review.
• Communicate next steps to prospective clients when matters are accepted for additional review, referred elsewhere, or declined.
• Transition approved matters to the appropriate legal team once the intake process is complete.
• Maintain organized intake files, tracking systems, and documentation to ensure prospective matters do not fall through the cracks.
• Partner closely with attorneys, paralegals, and other internal team members regarding prospective cases and intake priorities.
• Assist with maintaining accurate online content and coordinate with outside marketing resources as needed.
• Identify opportunities to improve intake procedures, responsiveness, tracking, and overall client experience.

Qualifications:

• Previous experience working in a legal intake department or highly comparable client-intake environment is required .
• Prior experience managing or supervising employees, workflows, or an intake function.
• Strong understanding of the legal intake process and the ability to independently manage prospective matters from initial inquiry through resolution.
• Exceptional customer service and relationship-building skills.
• Excellent verbal communication skills with confidence handling a high volume of phone conversations.
• Ability to navigate sensitive, emotional, and sometimes difficult client interactions with professionalism and empathy.
• Highly organized with strong attention to detail and follow-through.
• Persistent and proactive approach to obtaining outstanding documentation and information.
• Comfortable working in a fast-paced environment with increasing intake volume.
• Ability to prioritize multiple prospective matters and deadlines simultaneously.
• Legal assistant, legal secretary, paralegal, or similar legal support experience may be considered when accompanied by substantial intake experience.
• Paralegal certification is not required.

Perks:

• Casual and relaxed dress code
• Leadership opportunity with direct ownership of the intake function
• Opportunity to join a growing practice with increasing client volume
• Dog-friendly office

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.