Intake Specialist

Purpose

The Intake Specialist is the first point of contact for potential clients and plays a vital role in shaping their first impression of Nugen Law. This position is responsible for answering calls and emails, listening with empathy, and gathering the necessary information to determine how Nugen Law can help. The Intake Specialist ensures every prospect — particularly seniors and families seeking guidance in estate planning, elder law, Medicaid planning, life care planning, or asset protection — feels heard, understood, and guided. This role schedules consultations, manages intake records in Office Management software, and follows up with prospects to keep communication clear, compassionate, and consistent. The Intake Specialist explains the firm’s services in a professional, approachable, and human-centered way while supporting attorneys and staff by preparing accurate client information for a smooth handoff. The position requires exceptional communication skills, technical proficiency, attention to detail, and the ability to balance multiple priorities with warmth and professionalism. Ultimately, the Intake Specialist connects people in need with the legal guidance and reassurance they are seeking, ensuring a positive and consistent client experience from the very first interaction with Nugen Law.

Core Responsibilities

· Serve as the first point of contact for potential clients by phone and email with professionalism and empathy.

· Gather, record, and manage client information during the intake process to ensure complete, accurate, and timely data entry.

· Schedule consultations and follow up with prospects in a courteous and consistent manner.

· Provide a clear overview of the firm’s services and explain next steps confidently and compassionately.

· Maintain intake records and update the firm’s case management system for accuracy and smooth communication across departments.

· Ensure a seamless handoff of client matters to attorneys and paralegals by verifying all required details and documentation.

· Track leads, manage follow-ups, and assist with outreach campaigns to maintain client engagement and maximize conversion.

· Manage consultation calendars, including implementing firm scheduling policies, waitlist procedures, and time travel adjustments.

· Identify opportunities to improve efficiency and client satisfaction within the client management software.

· Support the administrative team with special projects related to onboarding, communication, and client engagement.

Core Qualities and Competencies

· Empathy and Compassion. Communicates with kindness, understanding, and patience, particularly when helping seniors or families facing sensitive circumstances.

· Professional Judgment. Demonstrates sound decision-making and maintains confidentiality in every interaction.

· Proactive Communication. Keeps attorneys, paralegals, and leadership informed of scheduling, lead flow, and client needs.

· Attention to Detail. Records all client and referral source information precisely and maintains accuracy across all systems.

· Team Collaboration. Works in close partnership with the legal and administrative teams to create a cohesive client journey.

· Technology Fluency. Uses client management software and related platforms efficiently, offering suggestions to improve automation, reporting, and workflow consistency.

· Client Advocacy. Represents the firm’s values in every conversation, creating trust, comfort, and a sense of care from the first contact.

Reporting Structure

· Reports to Managing/Founding Attorney and Office Manager

Background in law is not required. Candidates with experience in customer service, administration, education, healthcare or other professional fields are encouraged to apply. We welcome candidates who bring strong transferrable skills, a client focused mindset and a willingness to learn.

Pay: $18.00 - $21.00 per hour

Benefits:

• Paid time off
• Retirement plan

Work Location: In person

Salary : $18 - $21