Head of Intake & Evaluation

The Advocates•Seattle, WA

7d•Onsite

About The Position

The Advocates is a growing personal injury law firm seeking a Head of Intake & Evaluation for its Pacific Northwest branch in Seattle, WA. This role is crucial for shaping a client's initial experience with the firm, overseeing the first 90 days from initial contact through contract signing, early case investigation, and handoff to legal teams. The position reports to executive leadership and involves leading a team of approximately 25 individuals from customer service, sales, and attorney departments, all committed to client support.

Requirements

Experience managing teams of 15 or more in a high-volume intake or client-services environment.
A background that combines operations with sales or client-acquisition experience.
Comfort with data analysis to identify and address issues in lead progression, case bottlenecks, and client experience.
Strong people leadership skills, including coaching teams through challenging client interactions and maintaining high standards.
Excellent communication skills, particularly in setting expectations for clients during stressful situations.
Ability to manage shifting priorities across multiple teams and independently identify high-impact tasks.

Nice To Haves

A demonstrated history of building or improving intake systems, with measurable conversion or retention results.
Legal operations experience.

Responsibilities

Lead and unify the front-end, intake, and case evaluation teams to create a seamless client experience.
Manage the entire intake process, including response time standards, follow-up procedures, template quality, and the overall client onboarding experience.
Oversee the front-end team responsible for handling inbound correspondence, answering prospective client calls, opening case files, and initiating insurance claims.
Direct the evaluation team in investigating signed cases, gathering evidence, coordinating early medical care, and managing initial case administration and billing.
Ensure efficient and accurate case evaluation, setting clear client expectations for next steps.
Oversee a smooth and well-documented handoff of each case to the legal teams.
Lead, coach, and develop a team of approximately 25 individuals, including three direct report managers.
Monitor and enhance key pipeline metrics such as lead response time, time-to-sign, cycle times, and client retention within the first 90 days.
Collaborate with firm leadership and legal departments to optimize pipeline conversion and ensure the progression of suitable cases.