Personal Injury Senior Intake Specialist

Job Description

Job Description

Job Title: Personal Injury Intake Coordinator

Position Overview

Taylor Law Firm is seeking a highly motivated, client-focused, and results-driven Personal Injury Intake Coordinator to serve as the first point of contact for prospective clients. This position plays a critical role in the firm's growth by converting qualified leads into retained clients while delivering an exceptional intake experience.

This is a sales-oriented position that requires strong communication skills, emotional intelligence, and the ability to build trust quickly. The ideal candidate understands that every inquiry represents an opportunity to help an injured person while contributing directly to the firm's success.

The Intake Coordinator is expected to take ownership of the intake process, maintain consistent follow-up, and maximize conversion opportunities through urgency, professionalism, and relationship-building.

Key Responsibilities

Client Intake & Lead Conversion

• Respond promptly to all inbound calls, web inquiries, referrals, and marketing-generated leads.
• Conduct thorough intake screenings for potential personal injury matters, including motor vehicle accidents, trucking accidents, rideshare claims, premises liability, wrongful death, and other injury-related claims.
• Gather critical facts and assess case viability based on established firm criteria.
• Clearly communicate the firm's value proposition and guide prospective clients through the retention process.
• Secure signed retainers and supporting documentation.
• Maintain consistent follow-up with unretained leads through calls, text messages, emails, and other approved communication channels.
• Handle after-hours and weekend prospective client calls as assigned.

Sales & Performance

• Meet or exceed monthly lead conversion goals.
• Maintain a strong conversion ratio from consultation to signed client.
• Track pipeline activity, follow-up efforts, and conversion outcomes.
• Effectively address client concerns and overcome objections while maintaining professionalism and empathy.
• Demonstrate urgency in responding to new inquiries and opportunities.

Client Experience

• Deliver a compassionate, professional, and reassuring experience for prospective clients.
• Establish trust and rapport quickly with injured individuals and their families.
• Educate potential clients on the intake and onboarding process without providing legal advice.
• Ensure all client information is accurately documented and maintained.

Systems & Administrative Support

• Enter and maintain lead information within CasePeer and other firm systems.
• Ensure all intake notes, documentation, and communications are complete and accurate.
• Coordinate with attorneys, legal assistants, and case managers to facilitate a smooth onboarding process.
• Obtain and upload all required intake documentation promptly.
• Maintain organized and accurate records in accordance with firm standards.

Qualifications

Required

• Minimum of two (2) years of experience in a Georgia personal injury law firm.
• Prior intake, case management, client services, legal sales, or high-ticket sales experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Demonstrated ability to build trust and influence decision-making.

Preferred

• Experience using CasePeer, Filevine, Litify, or similar legal case management systems.
• Understanding of personal injury claims, treatment timelines, insurance carriers, and legal terminology.
• Experience working in a metrics-driven or performance-based environment.

Core Competencies

• Client-Focused
• Persuasive Communicator
• Relationship Builder
• Results-Oriented
• Accountable
• Organized
• Adaptable
• Detail-Oriented

Compensation

• Competitive base salary.
• Performance-based bonus opportunities tied to signed cases and conversion metrics.
• Additional earning potential based on performance and results.

Performance Metrics

• Lead-to-Signed Client Conversion Rate
• Response Time to New Leads
• Follow-Up Compliance
• Monthly Retained Case Volume
• Quality and Accuracy of Intake Documentation
• Client Experience and Satisfaction Standards

Non-Negotiables

• Professionalism in every client interaction.
• Immediate responsiveness to new leads and inquiries.
• Consistent follow-up and pipeline management.
• Accuracy in documentation and data entry.
• Accountability for performance metrics and results.
• Commitment to delivering a platinum-standard client experience.