Intake Specialist (Baguio and Alabang Site)

ADEC Innovations; Tocmo; Hybrid; PHP 300,000 - 460,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Free On-site parking

Opportunities for promotion

Paid training

Company events

Job summary

ADEC Innovations is seeking an empathetic Intake Specialist to join our team. You will act as the primary contact for personal injury leads, screen eligibility, capture case details, and route viable claims to legal teams.

The role starts with onsite training in Baguio City, then transitions to remote work with flexible hours. Ideal candidates have 2–3+ years in inbound call centers or legal/medical intake, excellent English, and high emotional intelligence to handle sensitive situations with

Qualifications

• 2–3+ years in inbound call center operations, legal intake, medical intake, or customer service.
• Experience in personal injury or the legal industry is a strong plus.
• Excellent English communication (verbal and written).

Responsibilities

• Inbound Lead Screening: Conduct empathetic inbound call-backs to determine case viability.
• Data Capture & Intake: Log caller details and accident narratives in CRM/intake system.
• Lead Qualification & Escalation: Route viable cases to attorneys or case managers and escalate complex cases.
• Follow-ups & Conversion: Maintain fast turnaround to follow up on missed connections and warm leads.

Skills

Inbound calls

Legal intake

CRM software

Empathy

Tools

CRM software

Job description

ADEC Innovation is a global, purpose-driven business solutions organization that specializes in integrating business process solutions with sustainability and environmental management. With a history spanning over three decades, the company was founded in Manila, Philippines, in 1996 and has since expanded its footprint to six continents with a workforce of over 5,000 associates. ADEC Innovation is driven by a mission to advance sustainable business and operational practices by transforming information into knowledge and reshaping risk into positive impact and value for its clients.

We are seeking an empathetic, disciplined, and results-driven Intake Specialist to join our team. In this role, you will serve as the primary point of contact following up on personal injury leads—primarily vehicular accidents, pedestrian accidents, and slip & fall cases. You will drive our case conversion pipeline by conducting outbound call-backs, empathetically screening leads, capturing key case details, and routing viable claims to legal teams.

Key Responsibilities

• Inbound Lead Screening: Conduct empathetic, structured inbound call-backs to personal injury leads to determine case viability (accident type, injury severity, fault, timeline, insurance status).
• Data Capture & Intake: Accurately log caller details, accident narratives, and documentation status in the CRM/intake system.
• Lead Qualification & Escalation: Qualify leads against specific case criteria, routing viable cases to attorneys or case managers same-day, and immediately escalating complex or high-value cases.
• Follow-ups & Conversion: Maintain fast turnaround windows to follow up on missed connections and warm leads to help achieve campaign call-to-signed-client conversion targets.
• Caller Experience & Care: Maintain caller confidentiality while professionally managing sensitive, emotionally difficult, or distressed interactions.

Job Requirements

• Language Proficiency: Excellent English communication skills (verbal and written).
• Relevant Experience: 2-3+ years of experience in inbound call center operations, legal intake, medical intake, or customer service. Experience in personal injury or the legal industry is a strong plus.
• Soft Skills: High emotional intelligence with the ability to navigate complex, sensitive, and emotionally heavy conversations with empathy and care.
• Technical & Compliance Awareness: Strong attention to detail, quick adaptability to CRM/intake software, and willingness to follow strict compliance guidelines.

Work Conditions

• Requires initial onsite training in Baguio City, transitioning to a remote/WFH model after training.
• Night Shift / Shifting Schedule flexibility is required to match client time zones and respond to time-sensitive leads.

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*Terms and conditions apply

Job Type: Full-time

Benefits

• Company events

• Health insurance + Life insurance

• Free On-site parking
• Opportunities for promotion
• Paid training