Intake (English/Arabic)

CEO Lawyer Personal Injury Law Firm•Lebanon, PA

11h•Remote

About The Position

As an Intake & Retention Specialist, you will be the first point of contact for our clients, managing inbound communications while guiding potential clients through the intake and retention process. In your day-to-day activities, you will assist prospective clients by qualifying their cases, gathering critical information, and ensuring a smooth transition into representation. As a Full-Time Virtual Legal Aide, you will support both the Intake and Retention functions by performing the responsibilities listed below but not limited to those outlined in this document.

Requirements

Fully Bilingual (English required; Spanish is a plus).
Strong communication and interpersonal skills.
Detail-oriented with strong organizational skills.
Ability to multitask and manage high volumes of calls and documentation.
Comfortable working with CRM/CMS systems (e.g., Filevine or similar tools).
Reliable PC or laptop (wired internet connection recommended).
Headset with noise-canceling capability and a quiet workspace.
Availability to work weekend and evening shifts (US time).

Nice To Haves

Experience in personal injury law is a plus.

Responsibilities

Answer incoming calls with strong customer service skills.
Transfer calls to appropriate team members as needed.
Qualify and screen leads based on type of law and potential conflicts of interest.
Ensure all leads are properly directed through the intake and retention funnel.
Gather, review, and document detailed information regarding accidents via phone or in person.
Collect insurance details from all involved parties, including claim numbers, policy limits, and adjuster information.
Obtain and verify client contact information.
Request and review police or incident reports.
Gather hospital, ambulance, and medical provider information.
Collect and organize photos related to the incident, including property damage and injuries.
Prepare and clearly explain retainer agreements to clients.
Guide clients through signing and returning agreements to initiate representation.
Open and maintain accurate client files.
Upload PNC records into the appropriate OneDrive and CMS systems upon engagement.
Input all client details and documentation into the CMS system under the assigned file number.
Assign cases to the appropriate case manager.
Set clear expectations for clients and communicate firm expectations effectively.
Request medical records following provider-specific procedures.
Process and organize medical records upon receipt from providers.