Intake Specialist

Job Description

Why is This a Great Opportunity?

This is a great opportunity to join a client-first personal injury firm where the Intake Specialist plays a meaningful role from the very first conversation with a prospective client. You'll join a collaborative team that values empathy, responsiveness, and doing things the right way, while directly helping people navigate some of the most difficult moments of their lives.

Job Description:

Our client, a well-established plaintiff personal injury firm in St. Louis, is seeking a Bilingual Intake Specialist to serve as one of the first points of contact for prospective clients. This is an important client-facing role for someone who communicates well, moves with urgency, and understands how to make people feel heard and supported during what can be an incredibly difficult time.

The Intake Specialist will speak directly with prospective clients, gather the information attorneys need to evaluate potential cases, maintain accurate records, and make sure qualified leads are followed through from the initial call to the appropriate next step.

Responsibilities include:
-Answer inbound calls from prospective clients with empathy, professionalism, and urgency
-Conduct structured intake interviews across personal injury matters, including auto accidents, medical malpractice, premises liability, daycare matters, and general PI
-Gather and accurately document incident details, injuries, medical treatment, insurance information, and other relevant case information
-Enter and maintain complete, organized records within the firm's case management system
-Identify and capture the information attorneys need to efficiently evaluate potential cases
-Route matters to the appropriate attorney for review and coordinate next steps
-Consistently follow up with pending leads and prospective clients to ensure no one falls through the cracks
-Coordinate with attorneys, paralegals, other intake team members, and after-hours services
-Help create a positive experience for prospective clients from their very first interaction with the firm

Qualifications:

The ideal candidate must be bilingual in English and Spanish and have an excellent phone presence, strong communication skills, and the ability to remain calm and empathetic when speaking with people who may be injured, stressed, or overwhelmed. They should be organized, detail-oriented, comfortable working within a structured intake process, and able to learn case management technology quickly. Prior experience in legal intake, personal injury, customer service, call center, or another client-facing environment is preferred.

Above all, the firm is looking for someone who is dependable, responsive, and genuinely cares about helping people. They should work well with the rest of the team, take ownership of follow-up, and understand that every incoming call represents a real person looking for help-not simply another lead.

#ACCNOR