SS Intake Specialist

Disability Law Group•Troy, MI

12d•$18 - $21•Hybrid

About The Position

Disability Law Group is seeking a confident, compassionate, and highly organized Social Security Intake Specialist to serve as an early point of contact for prospective disability clients. This fast-paced, phone-intensive role involves building trust, gathering detailed information accurately, managing competing priorities, and moving prospective clients through intake with urgency and care. Clients may be facing serious medical, financial, and personal challenges, so the specialist must listen empathetically while guiding conversations, asking effective questions, documenting information, and keeping the process moving. The position handles incoming calls, scheduled intake appointments, follow-ups, prospective-client communications, document review, and accurate intake recordkeeping. The specialist identifies relevant claim circumstances and urgent issues, follows up on missing materials, and coordinates with attorneys, Case Managers, and Social Security team members when additional review or escalation is needed. The role uses Company systems, scripts, checklists, and procedures, while applying sound judgment when a situation falls outside the usual process. The position is full-time, based in Troy, Michigan, with hybrid flexibility depending on training completion, performance, department needs, and Company policy. Initial and ongoing in-office training may be required. The schedule is Monday through Thursday, 8:30 a.m.–5:00 p.m., and Friday, 8:00 a.m.–4:30 p.m. Compensation is $18.00–$21.00 per hour, based on experience and alignment with role requirements, with performance incentives where applicable.

Requirements

At least 1–2 years of experience in a fast-paced, client-facing environment is strongly preferred; examples include legal intake, medical intake, home health, healthcare, call center/customer service, benefits, claims, or social services.
Bilingual Arabic/English communication skills are strongly preferred for this opening.
Ability to manage a high volume of calls, appointments, follow-up items, or client requests without sacrificing accuracy.
Excellent verbal communication skills, including confidence guiding conversations, asking direct questions, and keeping calls focused and productive.
Empathy, patience, and professionalism when speaking with people who may be frustrated, overwhelmed, ill, or experiencing financial hardship.
Strong critical-thinking skills and ability to identify missing information, determine what needs immediate attention, and recognize when an issue should be escalated.
Excellent attention to detail and accurate documentation and data-entry skills.
Strong computer proficiency and ability to learn multiple systems quickly.
Ability to multitask across calls, scheduling, file review, documentation, and follow-up in a fast-paced environment.
Dependability, accountability, coachability, and consistent follow-through.

Nice To Haves

Direct Social Security Disability (SSDI/SSI) intake or case-management experience.
Prior experience with legal intake, disability claims, VA claims, medical intake, healthcare, home health, benefits, insurance/claims, or case-management environments.
Experience working with people with disabilities or other vulnerable populations.
Experience using Prevail or another legal/case-management system.
Experience working with measurable goals such as call volume, conversion, appointment completion, response time, accuracy, or quality metrics.
Experience with CRM, case-management, call-center, or workflow systems.

Responsibilities

Handle a high volume of incoming calls, scheduled intake appointments, follow-up calls, and prospective-client communications professionally and accurately.
Conduct detailed intake conversations covering medical conditions, treatment, work history, Social Security application status, prior denials, appeal deadlines, household information, and other screening facts.
Listen for clients’ underlying needs and ask follow-up questions when information is incomplete, unclear, or inconsistent.
Identify whether a prospective matter involves a new application, pending claim, reconsideration, hearing, prior denial, or another circumstance requiring review.
Prioritize new leads, scheduled appointments, urgent or deadline-sensitive matters, and outstanding follow-up tasks.
Review incoming documents and correspondence, save or upload them to the appropriate system, and ensure records are associated with the correct prospective client.
Maintain complete, accurate, and timely intake records, documenting contact attempts, conversations, pending items, and next steps.
Follow up with prospective clients about missing information, documents, appointments, or representation materials.
Coordinate with attorneys, Case Managers, and other Social Security team members when matters require additional review or escalation.
Use Company systems, scripts, checklists, and procedures consistently, exercising sound judgment when situations fall outside the normal process.
Provide a warm, respectful, solutions-focused client experience reflecting DLG’s core values: Listen, Invest, Vigor, Empathy, and Solutions.