Intake Assistant

Description

The Intake Assistant is responsible for a wide range of legal and administrative tasks. They will assist with various activities such as data entry, communication, scheduling, and general day-to-day duties. Additionally, this role provides support for contact efforts and plays a vital role in acquiring new clients. The Intake Assistant employs critical thinking skills to analyze information obtained from callers and determines the appropriate next steps. It is essential for the individual to work effectively in a professional team environment to ensure a seamless intake process.

High conversion rates are maintained by meeting key performance indicators (KPIs), achieving good conversion rates and promptly following up on leads, as well as successfully performing the below duties and responsibilities.

Requirements

• Support Intake Operations: Assist the Intake team with daily tasks and varying workloads, performing other duties and special projects as assigned.
• Lead Management and Follow-Up: Prioritize immediate contact with leads, implement efficient follow-up procedures with the team, and ensure no lead is left unattended for an extended period.
• Client Interaction and Rapport Building: Actively engage with potential clients to build trust and rapport, persuasively communicate the benefits of our legal services, and utilize effective communication techniques to explain the firm’s expertise and value.
• Comprehensive Client Interviews: Conduct detailed interviews using applicable scripts to gather essential information such as accident details, injuries, medical treatment, insurance coverage, and related documentation.
• Case Evaluation and Escalation: Assess the viability of personal injury claims based on firm criteria, identify legal issues, determine case strength, and escalate evaluations to senior intake staff or attorneys as needed.
• Objection Handling and Conversion: Identify and address client concerns or objections, escalate conversations when necessary, and aim to overcome barriers to secure representation.
• Intake Documentation and Case Management: Accurately document all potential clients in the case management system, assist with opening, reopening, and updating intakes, and ensure data integrity and confidentiality.
• Appointment Scheduling and Follow-Up: Schedule in-person sign-ups or consultations, maintain the appointment calendar, follow up with no-shows the same day, and continue outreach as needed.
• Paperwork and Document Handling: Prepare and send intake paperwork for signature (electronically, in person, or by mail), assist clients in completing forms, and ensure all required documents (contracts, police reports, photos) are saved in the case file.
• Referral Communication and Handoff Protocols: Follow up with attorneys on referred cases, send necessary documents, confirm client contact, communicate case declines or unreachable clients, and ensure proper handoff of new cases to the next department.
• Other duties as assigned.