Intake Operations Manager | Personal Injury
About The Position
The Intake Manager is responsible for leading, developing, and managing a high-performing Intake Department that delivers exceptional client service, maximizes qualified case sign-ups, and ensures operational excellence. This role oversees Intake Case Managers and support staff, drives departmental KPIs, improves client retention, manages escalated client concerns, and implements processes that enhance productivity and quality. The ideal candidate has significant plaintiff personal injury law firm experience, proven success managing high-volume intake teams, strong leadership skills, and a track record of achieving measurable performance results.
Requirements
- Bilingual English/Spanish
- 5+ years of intake management experience
- 3+ years managing 10+ employees
- Personal injury law firm experience
- High-volume intake environment
- KPI ownership and reporting
- Client retention/escalation experience
- Hiring, coaching, and performance management
- Managed 20+ intake staff
- Managed team leads/supervisors
- Experience with Litify or Salesforce
- Proven improvements in: Sign-up rates, Client satisfaction, Retention rates, Productivity metrics
- Experience reporting directly to firm leadership
Responsibilities
- Lead, mentor, and develop Intake Case Managers and support staff.
- Conduct regular coaching sessions, performance reviews, and accountability meetings.
- Establish individual and team goals aligned with departmental objectives.
- Develop future leaders through ongoing coaching and training initiatives.
- Promote a culture of accountability, collaboration, and excellence.
- Oversee all intake operations from initial contact through case assignment.
- Ensure consistent application of intake procedures and qualification standards.
- Develop and implement best practices for client onboarding and case screening.
- Partner with attorneys and operational leaders to improve intake performance.
- Ensure exceptional client service and responsiveness.
- Act as the primary escalation point for complex client concerns.
- Contact clients considering termination of services and work to preserve client relationships.
- Conduct exit interviews and identify opportunities for service improvement.
- Respond to escalations originating from leadership, social media, email complaints, and client concerns.
- Develop and monitor department KPIs, including: Sign-up conversion rates, Call response times, Client satisfaction scores, Client retention rates, Productivity metrics, Quality assurance results.
- Analyze performance trends and implement improvement strategies.
- Create action plans to address underperformance and drive results.
- Develop quality assurance standards and audit processes.
- Monitor compliance with firm policies and legal requirements.
- Conduct file reviews and quality audits.
- Ensure accurate documentation and record management practices.
- Prepare and present weekly and monthly performance reports.
- Analyze operational data to identify trends and opportunities.
- Recommend and implement workflow improvements and technology solutions.
- Partner with leadership to establish strategic goals and departmental initiatives.
Benefits
- Medical, Dental & Vision Insurance
- Company-paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Supplemental Insurance Options
- 401(k) with Company Match
- Paid Time Off
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
