Personal Injury Intake Specialist

INTAKE SPECIALIST JOB DESCRIPTION

Employment Type: Full-Time
Department: Intake
Reports To: Intake Manager

Torgenson Law is a highly recognized personal injury law firm with a strong reputation for exceptional client service, professionalism, and results. We believe that the way we treat our clients is just as important as the legal work we perform on their behalf.

For many prospective clients, their first conversation with our Intake Department is their first experience with Torgenson Law. That interaction matters.

We are seeking an experienced Intake Specialist who understands that intake is much more than answering a phone call and entering information into a system. The right person will be able to make a prospective client feel heard and respected, ask the right questions, gather accurate and complete information, recognize potential opportunities for the firm, and provide an exceptional experience from the very first conversation.

This is an important position within our firm, and we are looking for someone who takes that responsibility seriously.

Position Summary

The Intake Specialist is responsible for managing and conducting the initial intake process for prospective personal injury clients. This includes responding to new inquiries, conducting detailed intake interviews, gathering and documenting pertinent information, evaluating potential cases according to established firm criteria, and ensuring qualified leads are appropriately advanced through the intake process.

The Intake Specialist will work closely with the Intake Manager and other members of the firm to ensure prospective clients receive prompt, professional, compassionate, and consistent service.

The successful candidate will be an excellent communicator who can balance empathy, professionalism, attention to detail, and sound judgment. This person must be comfortable having meaningful conversations with people who may be injured, frustrated, scared, or uncertain about what to do next. The position requires someone who can confidently guide a conversation while making the prospective client feel that they are speaking with someone who genuinely cares about helping them.

Essential Responsibilities

Prospective Client Communication

• Serve as one of the first points of contact between Torgenson Law and prospective clients.
• Respond promptly and professionally to new potential-client inquiries.
• Conduct intake conversations by telephone and through other approved communication channels.
• Establish rapport quickly and create a welcoming, professional experience.
• Listen carefully and demonstrate genuine empathy and concern for each prospective client.
• Communicate with prospective clients in a manner consistent with the firm's high standards for customer service.
• Answer questions within the scope of the position and appropriately direct questions requiring attorney or management involvement.
• Clearly communicate next steps so prospective clients understand what to expect.

Comprehensive Intake

• Conduct detailed interviews to obtain all information necessary for the firm to evaluate a potential personal injury matter.
• Obtain accurate information regarding:
• Date and location of the incident
• Circumstances surrounding the incident
• Nature and extent of injuries
• Medical treatment and providers
• Insurance coverage
• Other involved parties
• Liability information
• Prior injuries or relevant history
• Witness information
• Property damage
• Prior attorney involvement
• Potential liens or other relevant issues
• Other information necessary to evaluate the potential claim
• Ask appropriate follow-up questions rather than simply recording the prospective client's initial answers.
• Identify missing, inconsistent, or potentially important information.
• Verify information whenever appropriate.
• Recognize when additional information or documentation is needed before a potential case can be evaluated.

Lead Evaluation & Case Qualification

• Apply the firm's established intake criteria and procedures when evaluating prospective matters.
• Identify potential cases that warrant further review.
• Recognize issues that may require escalation to the Intake Manager or attorney.
• Appropriately identify cases that may not meet the firm's criteria.
• Avoid making legal conclusions or providing legal advice outside the scope of the position.
• Escalate unusual, complex, urgent, or potentially high-value matters appropriately.
• Exercise good judgment when determining when a matter requires additional review.
• Maintain a high level of accuracy when documenting information that may ultimately affect whether the firm accepts a case.

Follow-Up & Conversion

• Follow up consistently with prospective clients when additional information is needed.
• Maintain appropriate contact with qualified leads throughout the intake process.
• Communicate the firm's process and expectations clearly.
• Build confidence and trust in Torgenson Law through every interaction.
• Utilize strong relationship-building and consultative communication skills to help qualified prospective clients move forward with the firm.
• Recognize that effective intake requires both excellent customer service and the ability to confidently guide a prospective client toward the next step.

Documentation & Technology

• Accurately document all intake information in the firm's systems.
• Maintain complete, organized, and accurate prospective-client records.
• Enter information promptly and thoroughly.
• Ensure names, dates, contact information, incident details, and other critical information are accurate.
• Follow all firm procedures regarding documentation and data entry.
• Learn and effectively utilize the firm's intake and case management technology.
• Maintain confidentiality and protect sensitive prospective-client information.

Teamwork

• Work closely with the Intake Manager to maintain an efficient and consistent intake process.
• Communicate effectively with case managers, attorneys, and other departments when appropriate.
• Participate in team meetings, training, and process-improvement initiatives.
• Accept coaching and feedback and continuously work to improve intake skills.
• Support the Intake Manager and team when additional assistance is needed.
• Contribute ideas for improving the prospective-client experience and intake process.

Training & Support

• The Intake Specialist will work closely with our experienced Intake Manager and will receive comprehensive training on our firm's intake procedures, technology, communication standards, and expectations.
• While prior intake experience is required, we recognize that every firm operates differently. Our goal is to provide the training and support necessary for the successful candidate to understand how Torgenson Law does intake and, more importantly, why we do it that way.
• We are looking for someone who is eager to learn, receptive to coaching, and committed to continuously improving.

Qualifications

Required Qualifications

• Minimum of one year of legal intake, sales, or related client-facing experience. (PI experience preferred)
• Excellent telephone and interpersonal communication skills.
• Exceptional listening skills.
• Bilingual English/Spanish communication skills.
• Strong ability to build rapport quickly.
• Strong follow-up and objection-handling skills.
• Proven ability to confidently handle objections, follow up with prospective clients, and convert qualified leads into signed clients.
• Excellent attention to detail.
• Strong organizational and time-management skills.
• Ability to handle multiple tasks and competing priorities.
• Ability to work effectively in a fast-paced environment.
• Strong computer skills and ability to learn new technology.
• Ability to follow established procedures while exercising appropriate judgment.
• Strong sense of accountability and ownership.
• Ability to maintain strict confidentiality.
• Professional appearance, demeanor, and communication style.

Preferred Qualifications

• Experience working in a personal injury law firm.
• Experience handling personal injury claims or working with insurance companies.
• Sales or consultative sales experience.
• Experience working with Lead Docket CRM or other lead-management systems.
• Experience working with legal case management software.
• Experience handling a high volume of inbound and outbound calls.
• Experience working with leads generated through digital marketing, websites, chat, or online advertising.
• Experience handling sales objections and converting qualified leads into signed clients.
• Strong follow-up skills and ability to maintain consistent communication with prospective clients.
• Familiarity with personal injury claims, insurance coverage, and the general legal intake process.
• Ability to work independently while following established procedures.

Benefits Offered:

· 100% Employer-Paid Medical, Dental, Vision, & Long-Term Disability (after 90 days)

· Work from Home Benefit; three days in-office, two days at home (after 90 days)

· 11 hours per month Paid Time Off (accrual basis)

· 9 Paid Firm Holidays (office closed) and 1 Floating Holiday (Veterans Day)

· Case Referral Bonus Program

· Wellness Program

· Flex Time Benefit

· Educational Assistance Plan (after 12 consecutive months employment)

· 401K with employer matching (after 12 consecutive months employment)

If you’re ready to bring your A-game to a firm that values excellence, integrity, and compassion—we’d love to talk.

Apply today and help us fight for the people who need it most in a team environment where you are valued. Send your resume to Valerie Cochlin at [email protected]

Pay: $25.23 - $30.39 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Free parking
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program
• Work from home

Work Location: Hybrid remote in Phoenix, AZ 85003