Bilingual Intake Consultant

Job Description

Job Description

Whitley Law Firm is looking for an experienced Bilingual Intake Consultant to join our Intake team. Employees at Whitley Law Firm share a mission of obtaining the best results for our deserving clients. 

 
The Bilingual Intake Consultant fills an essential role by serving as one of the initial points of contact for the firm. This role demonstrates excellent communication skills, a compassionate attitude, and the ability to handle sensitive information with discretion as they evaluate any new calls and contacts from prospective clients. The intake consultant gathers complete case and client information to be able to screen, evaluate, and provide feedback to the client on case eligibility.

Anticipated Schedule:  
Monday - Friday 8:30am - 5:30pm | Must be able to work on-call occasional weekends and/or holidays, as needed, rotated amongst the team.

Location: On-Site | Raleigh, NC
Ability to work remotely 1 day per week after 90-day training period

Duties/Responsibilities:

• Promptly handle all incoming leads with empathy and professionalism to determine eligibility 
• Stay up to date and possess knowledge of the firm’s areas of practice with a clear understanding of the eligibility criteria for all case types
• Obtain complete and accurate intakes for all qualifying leads, including but not limited to contact information, photos, documents,  
• Maintain and update notes for all lead interactions with rationale behind each entry or status change  
• Respond to prospective client messages and emails in a timely manner 
• Work effectively as a member of a team, with a client satisfaction approach to ensure monthly goals are met
• Independently handle communication with callers and government agencies to request and obtain necessary information
• Appropriately document notes and lead status changes within the Case Management System
• Provide alternate resources to leads not eligible for our services

Required Skills/Abilities:

• Must be fluent in English and Spanish.
• Must possess excellent listening and customer service skills with a high-level of empathy
• Strong written and verbal communication skills
• Strong critical thinking and analytical skills with acute attention to detail and a high degree of accuracy in work
• Ability to effectively collaborate and communicate within a team
• Demonstrated ability multi-task and manage time effectively in order to assist multiple clients, document information regarding client needs, ask thorough questions for potential clients, and perform various administrative tasks simultaneously
• Preferred experience with Lead Docket, GrowPath, Filevine, or similar Case Management Systems
• Experience in data entry and record keeping required
• Ability to handle sensitive information with discretion
• Proficiency with computer systems and software applications used for data entry, client management, and reporting
• Must be able to exhibit patience and compassion through verbal and written communications

Education and Experience:

• High school diploma or equivalent required
• Must have at least 1 year of experience in a direct customer service role
• Minimum of 1-2 years of experience in medical, legal, or other client intake role 
• Experience working in a law firm within an intake capacity is preferred.

Physical Demands:

• Must be able to remain in a stationary position for long periods of time.
• Often operates a computer, telephone, and other office equipment 
• Frequently uses or exchanges verbal or written communications with clients and must be able to deliver or receive accurate   information in these situations.

Benefits:

• 401(k) Retirement Plan eligibility + Employer contribution after 6 months
• Medical, Dental, Vision insurance + Employer contribution
• Medical and Dependent Care Savings Accounts: HSA, FSA, DCA 
• Company paid Life Insurance and Short-Term Disability (STD)
• Paid time off (PTO) + 12 Company Paid Holidays, and Birthday PTO
• Additional time off: Wellness Days and Community Volunteer Days
• Employee Assistance Program (EAP)
• Parental leave after 1 year of service 

Similar roles may include: Healthcare Intake Coordinator, Patient Service Representative, Case Manager, Admissions Coordinator, Client Service Specialist, Legal Intake Specialist, Claims Intake Specialist, Insurance Adjuster Assistant, and Customer Service Coordinator/Representative