The Intake Specialist – Personal Injury is a results-driven role focused on converting inbound and outbound leads into signed clients. This position follows a proven intake script and requires working with urgency, empathy, and strict legal compliance.

This role is ideal for professionals who thrive in high-volume, metrics-driven sales environments and understand the emotional and legal nuances of communicating with individuals who have recently suffered injuries or accidents.

Key Responsibilities

1. Lead Response & Outreach

• Respond promptly to inbound personal injury leads via phone, text, email, and web forms
• Conduct warm and cold outreach to leads generated through digital marketing and referrals
• Ensure same-day contact with assigned leads whenever possible

2. Lead Qualification & Conversion

• Qualify leads based on defined criteria aligned with law firm partner requirements
• Use a persuasive yet compassionate approach to guide potential clients toward legal representation
• Present retainer agreements and ensure completion via e-signature platforms

3. CRM & Follow-Up Management

• Maintain accurate records of all contacts, outcomes, and follow-up needs in the CRM
• Execute persistent, multi-channel follow-up strategies with unresponsive leads
• Track pipeline status and lead progression

4. Internal Communication & Reporting

• Communicate daily with internal leadership regarding lead quality and pipeline performance
• Participate in weekly results huddles and coaching sessions
• Submit required performance reports and metrics

5. Performance Execution

• Meet or exceed individual conversion rate and case sign-up targets
• Maintain compliance with intake scripts and call quality standards
• Uphold professionalism, discretion, and ethical standards in all communications

Qualifications

Required:

• Minimum 2 years of proven experience in personal injury intake or legal sales
• Demonstrated ability to consistently convert leads into signed retainers
• Strong understanding of personal injury case types, legal terminology, and client sensitivities
• Excellent communication, listening, and objection-handling skills
• High level of integrity, discretion, and professionalism

Preferred:

• Bilingual (English/Spanish) preferred but not required
• Familiarity with CRMs, e-sign platforms, call/text tools, and intake workflows

Typical Workday and Workweek

A typical day begins by reviewing new lead assignments and pending follow-ups. The specialist prioritizes outreach based on urgency and likelihood to convert, engages in live calls, texts, and emails with potential clients across multiple states, presents retainer agreements via e-sign tools, collaborates with internal teams on edge cases, logs all interactions in the CRM, and prepares a structured follow-up list for the next day.

The workweek consists of approximately 40 hours, Monday through Friday, with flexibility to follow up with leads during evenings or weekends when necessary. Responsibilities include daily lead outreach, weekly performance reporting, participation in coaching sessions, and consistent execution of intake and follow-up workflows.

Performance Evaluation

Performance is reviewed regularly by the Sales Manager / Client Liaison and is measured using the following KPIs:

• Case conversion rate (% of leads signed)
• Speed to first contact
• Number of daily outreach attempts
• Lead follow-up cycle completion
• Retainer presentation success rate
• Call quality and compliance scoring

Software and Tools

• CRM: HubSpot or similar
• Dialer / Call Software: RingCentral, Aircall
• E-Signature Platforms: DocuSign, HelloSign
• Internal Messaging: Slack or similar
• Productivity Suite: Google Workspace (Docs, Sheets, Drive)

Training, intake scripts, and workflows are provided during onboarding.

Work Environment

• Quiet, dedicated home office space
• Reliable high-speed internet (minimum 100 Mbps)
• High-quality USB headset with noise-canceling microphone
• Dual monitors recommended for multitasking
• Computer with at least 8GB RAM and updated operating system

Compensation

This engagement offers a competitive compensation structure that includes:

• Base monthly payment aligned with experience and performance history
• Performance-based bonuses tied to individual conversion rates and signed cases
• Opportunities for increased earnings based on consistency, quality, and KPI achievement
• Timely payments issued through a structured invoice submission process

Specific compensation terms are discussed during the contractor vetting and engagement process.

Final Notes

This role is critical to the success of the intake operation, directly impacting case quality, law firm satisfaction, and overall revenue performance. Consistency, empathy, urgency, and disciplined follow-up are essential for success in this position.

About the Company

Our client is an innovative legal marketing and case acquisition partner that supports personal injury law firms by delivering pre-signed, qualified cases. Through targeted digital marketing and a dedicated intake team, the organization ensures every lead is promptly contacted and effectively converted into a signed client before being transferred to the law firm.

With a strong focus on injured individuals, the company serves as a growth engine for law firms nationwide by streamlining lead conversion and improving the overall quality of retained cases.