What are the responsibilities and job description for the Intake Manager position at Sweeney Merrigan Personal Injury Lawyers?
Sweeney Merrigan Law seeks an Intake Manager to support our practice.
At Sweeney Merrigan, one of Boston’s leading personal injury law firms, we pride ourselves on giving our clients only the highest quality of service, care, and professionalism as we fight to get them the compensation they deserve. Our office is a low-ego environment where we seek to have one another’s backs and strive for excellence as a group.
As an Intake Manager, you'll take charge of our client intake operations, ensuring we nurture high-quality leads and seamlessly convert them into cases. You’ll lead intake efforts, optimize team performance, and ensure prospective clients experience the level of professionalism and care that defines our firm.. This role manages and supervises the new client specialist (intake) team by tracking KPIs, assessing case value at the intake stage, upholding intake specialist performance standards, and collaborating with SML attorneys on signups.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Maintain close supervision of leads through all stages of the client journey before signing with the firm.
- Evaluate cases and train intake specialists on case value assessment.
- Take ownership of the department and its goals: when a call comes in and a specialist isn’t available, take the initiative to reach out and communicate with prospective clients by phone and in person.
- Make follow-up calls to potential clients to assist with lead management and direct referrals to Intake staff to call and follow-up.
- Troubleshoot and solve issues identified by the team.
- Identify problem areas and points of weakness and plan to resolve them
- Review contracts with potential clients internally and externally (hospitals, home visits, etc.)
- Train new intake specialists
- Conduct routine spot checks on call quality and coach staff to improve phone skills
- Report on KPIs weekly and monthly.
- Take escalated calls to save cases or handle disgruntled callers/clients. Provide week-end and evening call coverage.
- Provide legal support for Intake Specialists and provide training for new calls and write-ups as needed.
Qualifications
- Juris Doctorate Degree
- Admission to the State Bar of Massachusetts.
- 3-5 years leadership experience within a personal injury law firm.
- Excellent Telephone Etiquette.
- Communication & Consultation Proficiency (Strong People Skills).
- Cultural Awareness.
- Relationship Management.
- Attention to Detail.
- Ethical Practice.
- Familiarity with Massachusetts law.
Compensation and Benefits
We offer competitive pay, full health benefits and 401k matching after 1 year.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type
This is a full-time Monday through Friday position with some part-time and week-end coverage needs.
Travel
No travel is expected for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.