Client Intake Coordinator & Legal Assistant

Towey Law, PLLC

New York (NY)

On-site

USD 34,000 - 39,000

Full time

14 days+

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Benefits offered by this job

Health insurance contribution

Employer matching 401(k) after 1 year

PTO

Paid holidays

Paid parking

Paid lunch

Potential performance-based bonuses

Job summary

Towey Law, Buffalo-based personal injury law firm, seeks a Client Intake Coordinator & Legal Assistant to be the primary contact for prospective clients and provide general administrative support to the personal injury practice.

Your role includes handling inquiries from calls, website forms, and chat; conducting intake interviews; gathering case details; scheduling consultations; and guiding qualified clients through onboarding with empathy and precision.

Qualifications

Strong verbal and written communication skills.
Excellent telephone presence and customer service skills.
Strong organization, attention to detail, and follow-through.
Ability to manage multiple leads, deadlines, and follow-up tasks.
Comfort speaking with injured individuals and family members about sensitive circumstances.
Ability to follow detailed procedures while exercising sound judgment.
Ability to accurately document conversations and information.
Comfort learning and working in various software systems.
Ability to maintain confidentiality and handle sensitive information.
Dependability and consistent attendance.

Responsibilities

Intake: Serve as the firm’s primary point of contact for new potential clients.
Intake: Answer incoming telephone calls in a professional, welcoming, and compassionate manner.
Intake: Respond promptly to new leads received by telephone, web forms/chat, text message, email, referral sources, and other marketing channels.
Intake: Conduct initial intake interviews using firm-provided questions and procedures.
Intake: Gather complete information about the incident, injuries, medical treatment, insurance coverage, involved parties, and other relevant facts.
Intake: Recognize urgent issues and escalate to attorney.
Intake: Enter and maintain accurate lead information in the firm’s systems.
Intake: Schedule potential-client consultations with attorneys.
Intake: Maintain consistent follow-up with prospective clients.
Intake: Send engagement documents for electronic signature and follow up until completed.
Intake: Assist with opening accepted matters and transferring accurate information.
Intake: Communicate case decisions professionally.
Intake: Ensure no lead is overlooked or stale.
Legal/Admin Support: Answer and route general incoming calls.
Legal/Admin Support: Process mail.
Legal/Admin Support: Scan, name, save, organize, and file documents.
Legal/Admin Support: Open and maintain electronic and physical files.
Legal/Admin Support: Communicate with clients, medical providers, insurers, attorneys, and others.
Legal/Admin Support: Obtain documents and medical records.
Legal/Admin Support: Prepare routine correspondence and documents.
Legal/Admin Support: Maintain calendars, task lists, and case-management records.
Legal/Admin Support: Provide administrative support to attorney and staff.
Legal/Admin Support: Assist with other legal-support and office-administration projects as needed.

Skills

Strong verbal communication

Strong written communication

Telephone presence

Organizational skills

Multitasking

Empathy with clients

Follow procedures

Accurate documentation

Confidentiality

Dependability

Job description

Towey Law is a growing plaintiffs' personal injury law firm in Buffalo, New York. We are seeking a Client Intake Coordinator & Legal Assistant to become the primary point of contact for prospective clients and provide general administrative support to our personal injury practice.

Your primary responsibility will be making sure every prospective client receives a prompt, professional, and compassionate response, regardless of how the inquiry reaches the firm. You will answer incoming calls, as well as monitor new inquiries submitted through website forms and online chat, and promptly make outbound contact with those prospective clients. You will gather information about potential cases, maintain consistent follow-up, schedule attorney consultations, and help qualified clients complete the onboarding process.

When intake demands permit, you will assist with general legal and office administration, including answering the telephone, processing mail, organizing and filing documents, communicating with clients, and providing support to attorneys/staff.

You will work directly with the attorney, who will oversee the intake process, make case-acceptance decisions, and develop the firm’s intake procedures and SOPs. Experience helping improve processes such as intake systems is valuable, but this is not a management or operations-development position. The successful candidate’s first priority will be consistently and accurately executing the process.

WHAT YOU WILL DO

Intake

Serve as the firm’s primary point of contact for new potential clients.
Answer incoming telephone calls in a professional, welcoming, and compassionate manner.
Respond promptly to new leads received by telephone, web forms/chat, text message, email, referral sources, and other marketing channels.
Conduct initial intake interviews using firm-provided questions and procedures.
Gather complete information about the incident, injuries, medical treatment, insurance coverage, involved parties, and other relevant facts.
Recognize urgent issues, including approaching deadlines, and immediately escalation them to attorney.
Enter and maintain accurate lead information in the firm’s intake and case-management systems.
Schedule potential-client consultations with attorneys.
Maintain consistent follow-up with prospective clients who have not yet made a decision or completed the intake process.
Send engagement documents for electronic signature and follow up until the documents are completed.
Assist with opening accepted matters and transferring accurate information into the firm’s case-management system.
Communicate case decisions professionally and according to attorneys' direction.
Ensure that no lead is overlooked, left without a response, or allowed to become stale because follow-up was not completed.

Legal/Admin Support

Answer and route general incoming telephone calls.
Process incoming and outgoing mail.
Scan, name, save, organize, and file documents.
Assist with opening and maintaining electronic and physical files.
Communicate with existing clients, medical providers, insurance companies, attorneys, and other outside parties as directed.
Assist with obtaining documents, medical records, insurance information, and other case materials.
Prepare routine correspondence and documents from firm templates.
Help maintain accurate calendars, task lists, and case-management records.
Provide administrative support to attorney and staff.
Assist with other legal-support and office-administration projects as needed.

WHO WE ARE LOOKING FOR

The right candidate is someone who takes ownership of follow-up and understands that a person calling a personal injury firm may be injured, overwhelmed, frustrated, or uncertain about what to do next.

You should be comfortable speaking with people from different backgrounds, asking detailed questions about difficult circumstances, and keeping the conversation organized while still treating the caller with patience and empathy.

You should also be someone who notices when a task remains unfinished and follows through without needing repeated reminders.

Required Qualifications

Strong verbal and written communication skills.
Excellent telephone presence and customer-service skills.
Strong organization, attention to detail, and follow-through.
Ability to manage multiple leads, deadlines, and follow-up tasks.
Comfort speaking with injured individuals and family members about sensitive circumstances.
Ability to follow detailed procedures while exercising sound judgment.
Ability to accurately document conversations and information.
Comfort learning and working in various software systems.
Ability to maintain confidentiality and handle sensitive information.
Dependability and consistent attendance.

Preferred Experience

Applicants with experience in any of the following areas are encouraged to apply:

Law-firm intake or legal assistance.
Personal injury, workers’ compensation, insurance, or healthcare.
Medical-office intake or patient coordination.
Insurance claims or customer service.
High-volume telephone intake.
Client onboarding or account coordination.
Sales or other follow-up-intensive positions where professionalism and relationship-building were important.

WHY JOIN TOWEY LAW

Towey Law is a Western New York personal injury firm focused on providing injured clients with responsive service, honest guidance, and efficient case handling.

Because we are a small firm, your work will have a visible and immediate impact. You will work directly with the attorney overseeing intake rather than being placed in a large intake department. You will have the opportunity to take ownership of an important function, help prospective clients during a difficult time, and grow into additional responsibilities based on your strengths and performance.

We value: