Personal Injury Intake Manager

Meirowitz & Wasserberg, LLP•New York, NY

5d•$85,000 - $110,000•Onsite

About The Position

The Personal Injury Intake Manager oversees the day-to-day operations of the firm's Personal Injury Intake Department. The role ensures prospective client inquiries are handled promptly, professionally, and efficiently by managing intake workflows, lead distribution, conversion and productivity monitoring, case assignments, and adherence to intake procedures. The manager supervises and supports the intake team, oversees incoming inquiries, and ensures potential personal injury cases are evaluated and advanced through intake. The role also oversees department tracking and reporting, identifies ways to improve conversion rates, and implements operational efficiencies. Based on-site in the firm's Manhattan office, the position works closely with department leadership, attorneys, marketing, and pre-litigation teams to support the transition from initial inquiry to signed client and case opening. The ideal candidate has experience managing a high-volume personal injury intake operation and understands responsive client communication and effective lead management.

Requirements

Minimum 3 years of experience in personal injury intake, legal intake, or a related plaintiff-side legal environment.
Prior experience managing, supervising, or coordinating a legal intake team or department.
Strong understanding of personal injury intake processes, including lead qualification, client screening, follow-up, and case sign-up procedures.
Experience overseeing high-volume inbound inquiries and managing multiple lead sources.
Demonstrated ability to monitor team performance, establish productivity expectations, and improve conversion rates.
Strong leadership and interpersonal skills, including the ability to coach, motivate, and hold team members accountable.
Excellent verbal and written communication skills, particularly when interacting with prospective clients experiencing difficult circumstances.
Strong organizational and time-management skills, with the ability to manage competing priorities in a fast-paced environment.
High attention to detail, sound judgment, and strong follow-through.
Proficiency with case management systems and Microsoft Office.
Ability to take ownership of departmental operations and collaborate with attorneys and other internal teams.

Nice To Haves

Prior experience working in a plaintiff-side personal injury law firm.
Experience with SmartAdvocate (SA).
Experience managing a high-volume personal injury intake department.
Familiarity with motor vehicle accidents, premises liability, construction accidents, and other personal injury case types.
Experience tracking lead conversion metrics, referral source performance, and marketing ROI.
Experience developing intake procedures, training materials, and departmental SOPs.

Responsibilities

Oversee daily operations and workflows of the Personal Injury Intake Department, ensuring inquiries are handled promptly and appropriately.
Monitor incoming calls, website inquiries, referrals, and other lead sources to ensure timely follow-up and consistent communication.
Distribute and assign incoming leads to intake team members based on workload, availability, and department priorities.
Supervise, coach, and support intake team members on procedures, client communication, and lead qualification.
Monitor intake performance, including call volume, response times, follow-up activity, conversion rates, and signed retainers.
Ensure prospective clients are screened appropriately and relevant case information is collected to assess potential eligibility for representation.
Oversee follow-up with prospective clients who have not retained the firm, ensuring leads are tracked and pursued consistently.
Ensure intake activity, client communications, lead statuses, and case information are accurately documented in SmartAdvocate (SA).
Monitor compliance with departmental SOPs, intake protocols, and established workflows.
Identify opportunities to improve lead conversion, intake efficiency, and the prospective client experience.
Coordinate with attorneys and the Pre-Litigation Department to facilitate timely transfer of signed cases and relevant intake documentation.
Work with the Marketing Department to evaluate lead quality, referral sources, advertising performance, and lead generation outcomes.
Prepare and maintain intake reports, productivity metrics, and performance tracking for department leadership.
Conduct regular team meetings to review performance, outstanding leads, workflow challenges, and departmental priorities.
Communicate operational updates, staffing needs, and performance concerns to department leadership.