Intake Manager (Personal Injury)

Crisp Recruit • San Antonio, TX

1d • Onsite

About The Position

The Intake Manager at Cowen Rodriguez Peacock is a newly established leadership role, developed to centralize and enhance the firm’s intake processes. This critical position exists to streamline client acquisition and intake efficiency, directly contributing to the firm's growth and reputation. As an Intake Manager, you will play a pivotal role in supporting the firm’s mission to deliver exceptional legal services by ensuring a seamless, client-focused experience from the first point of contact.

Requirements

• Proven expertise in personal injury intake management with a strong understanding of client conversion tactics.
• Demonstrated ability to manage and develop teams, with experience in operational oversight and process improvement.
• Skilled in data analysis and KPI development, using insights to drive strategic decisions.
• Comfortable using Lead Docket, Filevine, or similar systems to manage scripts, data capture, intake workflows, reporting, and handoffs.
• Confident in managing external vendors, negotiating agreements, and ensuring service quality.
• High integrity and ethics that align with the firm’s values, ensuring client trust and satisfaction.
• Excellent verbal and written communication, capable of training staff and engaging with clients effectively.

Nice To Haves

• Experience in personal injury law or professional services with a focus on process and operational leadership.

Responsibilities

• Oversee the entire intake function, managing staff responsible for both direct and referred cases.
• Coach and develop intake team members in empathy, consultative client engagement, accurate data capture, scheduling, PTO coordination, performance management, and future hiring as the department grows.
• Design and implement scalable intake processes that improve efficiency, increase capacity, and support approximately 20% additional case volume over time.
• Establish and monitor KPIs to ensure high conversion rates and operational consistency.
• Manage lead-generation vendors and the answering service, monitor lead quality, push back on poor leads, request credits when appropriate, and hold vendors accountable to performance expectations.
• Analyze intake performance data to produce insights and recommendations for continuous improvement.
• Develop and implement onboarding and training programs for future intake hires.
• Ensure prompt response and coverage, optimizing the workflow between intake and legal teams.

Benefits

• Competitive Compensation: Base salary will be tailored to experience, with performance-based incentives.
• Bonus Structure: Strong team-centric bonuses aligned with KPI achievements and intake performance.
• Details will be discussed during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed