Intake & Client Services Coordinator

WE’RE HIRING — REMOTE (MEXICO)

Intake & Client Services Coordinator

Firm

California Personal Injury Law Firm (Bakersfield, CA)

Location

Remote — Mexico-based candidates only

Schedule

Monday–Friday, core hours approx. 8:00 AM – 5:00 PM Pacific Time

Engagement Type

Independent Contractor

Language

Fluent English and Spanish required

Compensation

Competitive, commensurate with experience

THE OPPORTUNITY

When someone has been hurt in a car accident, the first call they make to our firm may be one of the most important calls of their life. You’ll be the person on the other end.

We’re a California personal injury firm looking for an experienced Intake & Client Services Coordinator based in Mexico to serve as our primary intake professional. You’ll screen leads, conduct consultative intake conversations, onboard new clients, and manage follow-up and conversion metrics—all remotely.

This is not a call center role. You’ll work directly with the firm’s owners and legal team as a key part of our client acquisition process. We’re looking for someone who already knows how California PI intake works and can hit the ground running.

Our philosophy: Sales is something we do FOR someone, not TO them. Sales = Service.

WHAT YOU’LL DO

Screen & Prequalify Leads

•      Respond to inbound leads (phone, web form, chat, referral) within firm-defined response time targets

•      Gather accident and injury details to determine case viability: accident type, date of loss, jurisdiction, and conflict check

•      Decline or refer non-qualifying leads with professionalism and courtesy

Conduct Consultative Intake Conversations

•      Speak with potential new clients via phone with genuine empathy for their injuries and situation

•      Gather detailed case information: accident facts, injury type and severity, treatment status, insurance coverage (liability, MedPay, UM/UIM), and impact on daily life

•      Explain the firm’s contingency fee structure and claims-through-litigation process

•      Guide potential clients toward engagement without pressure

Onboard New Clients

•      Prepare and send retainer agreements, HIPAA releases, and insurance authorization forms

•      Ensure clients receive and understand the Welcome Packet, including social media guidance and communication expectations

•      Coordinate handoff to the legal team with complete intake documentation

Follow Up & Track Metrics

•      Execute follow-up cadences for potential clients who didn’t retain on the first call

•      Check in with recently onboarded clients to confirm satisfaction

•      Track and report intake metrics: lead volume by source, conversion rates, response times, and estimated case value

•      Maintain thorough documentation in the firm’s CRM and Case Management System

REQUIREMENTS

•      Prior experience conducting intake for a California personal injury law firm — this is required, not preferred

•      Fluent in English and Spanish (spoken and written)

•      Working knowledge of California PI concepts: contingency fee agreements, liability/negligence, statute of limitations (CCP § 335.1), insurance claims processes, and medical provider liens

•      Experience with CRM systems, case management software, and e-signature platforms

•      Proficiency with MS Office (Outlook, Word, Excel)

•      Reliable high-speed internet, a quiet home office environment, and your own computer with a quality headset

•      Availability to work Monday–Friday during U.S. Pacific Time business hours

WHO YOU ARE

•      You’ve done this before. You know what a good PI intake call sounds like, you understand the California claims process, and you don’t need to be taught the basics.

•      You lead with empathy. Many of our callers are in pain, scared, and overwhelmed. You make them feel heard before you move to process.

•      You’re consultative, not pushy. You understand that the best conversions come from genuine service, not high-pressure tactics.

•      You’re disciplined with follow-up. Nothing falls through the cracks—no unsigned form, no missed callback, no unlogged conversation.

•      You’re self-directed. You’ll be working remotely with autonomy. You manage your time, flag issues proactively, and don’t wait to be told what to do.

WHAT SUCCESS LOOKS LIKE

•      Every potential client call engaged within 1 business day

•      90% conversion rate on qualified cases

•      All intake conversations documented in CMS within 24 hours

•      Weekly marketing and conversion metrics compiled and current

•      Every new client fully onboarded with all required documents before handoff to the legal team

IMPORTANT NOTE

This is a non-attorney role. All client-facing work is performed under the supervision of a licensed California attorney. The Intake & Client Services Coordinator does not provide legal advice, interpret policy language, recommend legal strategy, sign engagement agreements, or share in legal fees, in accordance with California State Bar rules and the ABA Model Rules of Professional Conduct.

HOW TO APPLY

Send your resume and a brief note covering:

•      Which California PI firm(s) you’ve done intake for and how long

•      Your experience with California-specific PI processes (contingency agreements, lien letters, insurance claims)

•      Your current equipment and internet setup

•      Your availability to start

•      Your hourly compensation requirements

Send to: careers@donaldcolvinlaw.com