Legal Intake Specialist

Position Overview

The Intake Paralegal is responsible for managing inbound and outbound leads, gathering and documenting case information, qualifying potential cases, and ensuring all leads are handled promptly, professionally, and in compliance with firm procedures. This role requires strong communication skills, attention to detail, urgency, and the ability to manage high call volumes in a fast-paced environment.

Core Responsibilities

Answer inbound calls and conduct outbound follow-up calls professionally and efficiently.

Follow intake scripts and procedures to gather required case information.

Evaluate and categorize leads by case type, urgency, and quality.

Accurately document all intake information within the case management system.

Coordinate with intake support staff regarding file setup and follow-up tasks.

Maintain organized notes, communication logs, and timely follow-ups.

Escalate urgent or high-priority matters appropriately.

Communicate effectively with attorneys, management, and staff.

Participate in meetings, coaching, and ongoing training initiatives.

Required Skills & Qualifications

Strong verbal communication and active listening skills.

Ability to manage high call volumes while maintaining professionalism and accuracy.

Excellent organizational, multitasking, and documentation skills.

Strong attention to detail and ability to follow structured processes.

Ability to remain calm during difficult or emotional conversations.

Strong problem-solving, prioritization, and critical-thinking abilities.

Experience in intake, legal, customer service, medical, or call center environments preferred.

Familiarity with case management systems and office software preferred.

Core Competencies

Professional phone communication

Accountability and follow-through

Time management and prioritization

Adaptability in fast-paced environments

Emotional intelligence and empathy

Reliability and responsiveness

Process compliance and teamwork

Key Performance Indicators (KPIs)

1. Lead Response Time

Answer inbound calls within 3 rings.

Respond to web/email/chat leads within 5–10 minutes.

Return missed calls within 15 minutes.

Maintain 90% weekly compliance.

2. Intake Conversion Rate

Meet or exceed firm conversion benchmarks.

Track qualified leads, consultations, and signed retainers.

Demonstrate month-over-month improvement.

3. Follow-Up Compliance

Ensure 100% of leads receive required follow-up attempts.

No lead remains untouched for more than 24–48 hours.

Maintain 95% follow-up compliance.

4. Documentation Accuracy

Maintain 98% accuracy in intake documentation.

Complete intake notes same business day.

Ensure proper case categorization and escalation procedures are followed.

5. Call Quality & Professionalism

Maintain QA/call review scores of 90% or higher.

Follow approved scripts and procedures consistently.

Demonstrate professionalism, empathy, and active listening.

Performance Expectations

Maintain professionalism, urgency, and accuracy during all client interactions.

Adhere to all intake procedures, documentation standards, and confidentiality requirements.

Take ownership of assigned leads, follow-ups, and responsibilities.

Communicate effectively with attorneys, leadership, and staff.

Contribute to a positive, accountable, and team-oriented work environment.

Work Environment

This role operates in a fast-paced, high-volume environment requiring continuous phone communication, multitasking, responsiveness, and attention to detail while handling sensitive client matters professionally.

Benefits:

• 401(k)
• Flexible spending account
• Health insurance
• Paid sick time
• Paid time off