Head of Intake & Evaluation

The Advocates - PNW•Seattle, WA

1d•$100,000 - $115,000•Onsite

About The Position

The Advocates, a rapidly growing personal injury law firm with branches across the United States, is seeking a Head of Intake & Evaluation for its Pacific Northwest branch in Seattle, WA. This role is crucial as it shapes a client's very first experience with the firm, owning the client's journey from initial contact through a signed contract, early case investigation, and a smooth handoff to pre-litigation or litigation teams. The Head of Intake & Evaluation will lead a team of approximately 25 individuals from customer service, sales, and attorney departments, all dedicated to supporting clients during their recovery. The ideal candidate will view intake and evaluation as a revenue-critical operation that thrives on excellent customer experience, understanding the importance of the client's first 90 days in determining long-term client relationships. This role requires a leader who can quantitatively and qualitatively evaluate team processes to drive improvements, ensuring the firm invests resources effectively and upholds its customer promise. The perfect fit is adept at data analysis and coaching team members, leading with both warmth and urgency.

Requirements

Comfort with data—identifying where leads stall, where cases bottleneck, and where the client experience breaks down, then acting on it
Strong people leadership—including coaching teams through difficult client conversations and holding consistently high standards
Excellent communication— setting expectations with clients during a stressful, high-stakes moment in their lives
Managing priorities—quickly changing priorities across multiple teams and independently identifying the highest-impact work
Experience managing teams of 15 or more in a high-volume intake or client-services environment (required)
A background that blends operations with sales or client-acquisition experience (required)

Nice To Haves

A demonstrated history of building or improving intake systems, with conversion or retention numbers you can point to (preferred)
Legal operations experience (preferred)

Responsibilities

Lead and unify three connected teams—front-end, intake, and case evaluation – into a single, seamless client experience
Own the intake process end to end, including response-time standards, follow-up cadences, template quality, and the overall feel of becoming a client at The Advocates
Oversee the front-end team responsible for inbound correspondence, answering prospective client calls, opening case files, and initiating insurance claims
Direct the evaluation team that investigates signed cases, gathers early evidence, coordinates clients’ early medical care, and manages initial case administration and billing
Ensure cases move through evaluation quickly and with complete, accurate information, while setting clear expectations with clients about next steps
Oversee a clean, well-documented handoff of each case to the legal teams
Lead, coach, and develop a team of roughly 25 (Direct reports would include the managers of this group – starting with three managers)
Monitor and continuously improve key pipeline metrics, including lead response time, time-to-sign, cycle times, and client retention through the first 90 days
Partner closely with firm leadership and the legal departments to keep the pipeline converting while ensuring the right cases move forward