Duties & Responsibilities
TEAM MANAGEMENT
- Supervise and lead a team of intake specialists.
- Lead in their day-to-day operations.
- Quarterly teaching/education for entire Intake Department.
- Provide training and guidance to intake staff by scheduling educational lunches, webinars, etc. to make sure the team is continually learning and improving.
- Monitor and evaluate team performance.
- Appropriately monitor “time on desk”, timeliness of completed work, and file completeness and provide appropriate feedback and professional development as needed to intake team.
INTAKE PROCESS OVERSIGHT & COMMUNICATION
- Develop and implement effective intake procedures within Lead Docket.
- Ensure timely and accurate handling of incoming inquiries and handle calls that are escalated from the department's leads.
- Responsible for generating weekly and monthly reports in case management software (Filevine) for the Leadership’s review.
- Review and assess the viability of potential personal injury cases.
- Responsible for daily review of Lead Docket to ensure the intake team is handling, converting, and documenting appropriately.
- Coordinate with attorneys, case managers, and other legal professionals with any escalated matters about leads or recently assigned cases about the Intake process.
- Communicate with clients to gather relevant information.
- Address client inquiries and concerns during the intake process.
DATA MANAGEMENT & QUALITY ASSURANCE
- Maintain accurate and detailed records of client information.
- Use case management software (Filevine) to track and update case statuses.
- Generate reports on intake metrics and outcomes.
- Implement quality control measures for the intake process.
- Conduct regular reviews of completed intake forms and documentation.
- CRM, appropriately tagging calls for appropriate call attribution.
- Tech heavy -comfortable with evolving technologies.
- Communicate with other department leads when interdepartmental communication is needed. Meet with Department’s Leads to obtain input on work product from the team.
- Stay informed about relevant laws and regulations related to personal injury.
- Ensure compliance with ethical and legal standards in the intake process.
- Work with COO & HR to review department’s job performance on a quarterly basis.
- Perform written evaluations and grading to track improvement.
- Meet with Leads to obtain input on work product from the case managers.
- Responsible for handing out disciplinary actions/write-ups to the team as needed.
- Evaluate the merits of potential cases and determine eligibility for further legal action.
- Maintain a high level of client service, ensuring that all inquiries are addressed promptly and professionally.
- Establish tactics and training policies designed to increase the firm’s signup rate on new client inquiries. Share these tactics with the intake team and evaluate each member’s ability to convert potential clients.
Job Type: Full-time
Pay: $47,950.48 - $57,746.81 per year
Experience:
- Customer service: 1 year (Preferred)
- Medical terminology: 1 year (Preferred)
- Computer skills: 1 year (Preferred)
Ability to Commute:
- Houston, TX 77001 (Required)
Ability to Relocate:
- Houston, TX 77001: Relocate before starting work (Required)
Work Location: In person