Client Intake & Office Administrator

Client Intake & Office Administrator

Firm: McPartland Law Offices, PLLC

Location: Moses Lake, Washington (in office)

Employment Type: Full-time

The Opportunity

Every case at McPartland Law starts with a phone call. Someone has been hurt in a crash, on a job site, or on the road, and they are trying to figure out what comes next. The Client Intake & Office Administrator is the person who answers that call with confidence and care, and who keeps our Moses Lake office running so our attorneys can focus on fighting for the people we represent.

This position combines client intake with office operations. You will manage incoming calls, screen potential new clients, track the intake numbers that guide the firm's decisions, and oversee mail, technology support, and the physical office. It is a role with real ownership and visible impact, well suited to someone who is organized, steady, and takes pride in keeping things running well.

Key Responsibilities:

Incoming Call Management

• Answer all incoming calls promptly and professionally.
• Direct calls and messages from clients, opposing counsel, insurance adjusters, medical providers, and vendors to the appropriate attorney or staff member, with accurate and complete notes.
• Monitor and respond to voicemail, web inquiries, and after-hours messages in a timely manner.
• Maintain attorney and staff calendars and schedule consultations, appointments, and meetings.

Initial Potential New Client (PNC) Screening

• Conduct initial intake interviews with potential new clients and document the facts of the incident, injuries, medical treatment, insurance information, and relevant dates.
• Evaluate inquiries against the firm's case acceptance criteria and identify time-sensitive deadlines.
• Route qualifying matters for attorney review and schedule consultations.
• Perform conflict checks in accordance with firm procedures.
• Communicate declinations and referrals to prospective clients as directed.
• Prepare engagement agreements and coordinate the onboarding of new clients.
• Conduct follow-up with prospective clients who have not yet scheduled a consultation or retained the firm.

Intake Tracking and Metrics

• Record all inquiries in the firm's case management system, including case type, referral source, outcome, and next steps.
• Maintain accurate and current records of each lead from initial contact through consultation and retention.
• Prepare weekly reports on intake activity, including call volume, lead sources, conversion rates, response times, and reasons for declined or lost matters.
• Identify trends in intake data and recommend process improvements to firm leadership.

Mail Management

• Receive, open, date-stamp, scan, and distribute all incoming mail, deliveries, and packages daily.
• Identify and immediately route time-sensitive correspondence, including court notices, Department of Labor and Industries correspondence, medical records, and settlement checks.
• Process outgoing mail, certified mail, and courier deliveries.
• Log and handle client funds and checks received in accordance with firm procedures.
• Maintain postage and shipping supplies.

Information Technology Support

• Serve as the first point of contact for technology issues involving computers, printers, scanners, telephones, network connectivity, and software access.
• Troubleshoot routine technical problems and escalate complex issues to the firm's outside IT provider, tracking each issue through resolution.
• Set up workstations, user accounts, and equipment for new employees and remove access for departing employees.
• Maintain an inventory of hardware, software licenses, and subscriptions, including renewal dates.
• Support compliance with firm data security and confidentiality practices.

Physical Plant and Office Logistics

• Oversee the office facility, including maintenance requests, repairs, cleaning services, utilities, security, and building access.
• Coordinate with the landlord, vendors, and service providers, and obtain quotes as needed.
• Order and maintain office supplies, kitchen supplies, and equipment within budget.
• Maintain the reception area and conference rooms in a clean, organized, and client-ready condition.
• Assist attorneys and staff with logistical needs, including meeting and deposition arrangements, equipment setup, and coordination with the Spokane office.

Legal and Administrative Support

• Maintain accurate client contact information and organized electronic and physical files.
• Assist in gathering client documents and information needed to evaluate and support claims.
• Provide general administrative support to attorneys and staff as assigned.
• Perform other duties as assigned.

QualificationsRequired

• Two to three years of experience in legal intake, reception, client service, office administration, or a related administrative role.
• Proficiency in Microsoft Word, Excel, and Outlook, scheduling software, and database or case management systems.
• Working knowledge of basic computer, printer, network, and telephone troubleshooting.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities with accuracy and attention to detail.
• Ability to handle confidential information with discretion and sound judgment.

Preferred

• Prior experience in a law firm, particularly in personal injury or workers' compensation.
• Experience tracking and reporting data or performance metrics.
• Experience coordinating facilities, vendors, or office operations.

The Right Fit

• Client focused: You communicate with professionalism and patience, especially with people going through a difficult time.
• Organized: You keep accurate records and stay on top of competing deadlines.
• Proactive: You spot problems early, solve what you can, and know when to escalate.
• Dependable: You do the work well, every day, and follow through on what you commit to.
• A team player: You work well with attorneys and staff across both offices.

Compensation and Benefits

Salary: $20.00/hr

Benefits: Holiday Pay, PTO, Sick Leave, 401(k)

About McPartland Law

McPartland Law Offices was founded in 2012 by Bryce McPartland, who grew up on a farm in central Washington, with a clear mission: level the playing field for injured people and hold accountable those who cause harm. From offices in Moses Lake and Spokane, the firm represents individuals and families across Washington in car, truck, motorcycle, and pedestrian accidents, workers' compensation, and other serious injury claims.

McPartland Law is known for relentless representation and personal attention. The firm takes on challenging cases, invests in thorough investigation and creative problem-solving, and treats every client as a person rather than a file number. The firm has been recognized by The National Trial Lawyers Top 100, and has earned a strong reputation with the clients and communities it serves.

The firm is built on four core values: Creative, Curious, Consistent, and Courageous. They shape how the team advocates for clients and how it works together every day, and the firm looks for people who bring all four to work.

McPartland Law Offices, PLLC is an equal opportunity employer.

Pay: $20.00 per hour

Expected hours: 35.0 – 40.0 per week

Benefits:

• 401(k)
• Paid time off

Work Location: In person