Intake Department Manager

California Accident Firm, APC; Los Angeles (CA); On-site; USD 85,000 - 125,000; Full time

Job summary

California Accident Firm, APC seeks an Intake Department Manager to lead our personal injury intake team, ensuring prospective clients receive professional, compassionate, and timely responses. You will supervise intake specialists, manage workflows, and partner with attorneys to facilitate smooth handoffs, while monitoring metrics to drive service quality.

Applicants should have 3–7 years in personal injury intake, strong leadership, and experience with FileVine; bilingual Spanish/English is

Qualifications

• 3–7 years of personal injury intake or legal intake experience.
• Strong leadership, coaching, and organizational skills.
• Experience with FileVine or similar case management systems.
• Bilingual Spanish/English preferred.

Responsibilities

• Supervise, train, and support intake staff.
• Assign daily tasks and ensure adequate coverage of calls and inquiries.
• Conduct team meetings and provide coaching.
• Monitor attendance, productivity, and adherence to policies.
• Ensure timely responses to all inquiries.
• Oversee referrals, tracking, and handoffs to attorneys.
• Develop scripts, workflows, and standard operating procedures.
• Track metrics like response times and conversion rates.

Skills

Intake leadership

Team supervision

Process improvement

CRM management

Communication

Coaching

Bilingual Spanish/English

Tools

FileVine

CRM system

Call management system

Job description

Position Overview

We are seeking an experienced, organized, and motivated Intake Department Manager to oversee our personal injury intake team and ensure prospective clients receive a professional, compassionate, and timely response.

This individual will be responsible for supervising intake staff, monitoring performance, managing daily workflows, improving intake procedures, and ensuring prospective client inquiries are handled efficiently and accurately.

The ideal candidate has experience in a personal injury law firm or legal intake environment, strong leadership and communication skills, and the ability to balance team management with hands‑on involvement in the intake process.

Key Responsibilities

• Supervise, train, and support intake specialists and intake coordinators.
• Assign daily tasks, monitor workloads, and ensure adequate coverage of incoming calls and inquiries.
• Conduct team meetings, provide coaching, and address performance concerns.
• Monitor attendance, productivity, professionalism, and adherence to company policies.
• Assist with training new team members.
• Promote accountability, teamwork, and a positive client-service culture.

Intake Operations & Lead Management

• Oversee the full intake process for prospective personal injury clients, from initial contact through qualification and handoff.
• Ensure calls, web inquiries, referrals, and other leads are responded to promptly.
• Monitor follow-up activities to ensure prospective clients are contacted in a timely and consistent manner.
• Ensure intake records, client information, and case details are documented accurately in the firm’s case management or CRM system.
• Identify opportunities to improve conversion rates, response times, and the overall client experience.
• Ensure inquiries are routed appropriately, and potential cases are escalated to the appropriate legal team member.

Referrals

• Oversee the intake and management of referrals from attorneys, medical providers, existing clients, and other referral sources.
• Ensure that all referrals are acknowledged, documented, and followed promptly and professionally.
• Maintain accurate referral records, including referral sources, prospective client information, case status, and outcomes.
• Monitor referral activity and track key metrics, including referral volume, qualified referrals, signed cases, and conversion rates.
• Ensure referrals are handled consistently and receive appropriate follow-up throughout the intake process.
• Coordinate with the appropriate team members to ensure referred cases are evaluated and routed efficiently.
• Identify opportunities to improve referral processes, strengthen referral relationships, and increase qualified case opportunities.
• Provide management with regular reporting on referral activity, trends, and performance.

Quality Assurance & Performance Management

• Monitor calls, intake notes, and follow-up activities for quality and consistency.
• Track key performance indicators, including response times, contact rates, qualified leads, signed cases, and conversion rates.
• Prepare and communicate daily, weekly, or monthly performance reports.
• Identify training needs and implement corrective coaching when necessary.
• Maintain consistent intake standards and ensure team members follow approved procedures.

Personal Injury Intake & Client Experience

• Ensure prospective clients are treated with empathy, professionalism, and respect.
• Help intake staff gather relevant preliminary information regarding accidents, injuries, treatment, insurance, and other case-related details.
• Ensure potential conflicts, urgent matters, statute-of-limitations concerns, and other time-sensitive issues are escalated promptly under firm procedures.
• Coordinate with attorneys, paralegals, case managers, and marketing staff to facilitate smooth handoffs.
• Ensure staff do not make unauthorized legal promises or provide legal advice outside of their role.

Process Improvement & Reporting

• Develop and maintain intake scripts, workflows, checklists, and standard operating procedures.
• Identify bottlenecks and recommend improvements to intake efficiency and client service.
• Review lead sources and intake trends to help management understand team performance.
• Assist leadership with staffing plans, scheduling, goal setting, and operational improvements.

Qualifications

• 3-7 years of experience in personal injury intake, legal intake, client services, or related field.
• 3-7 years of supervisory or team leadership experience preferred.
• Strong understanding of the personal injury intake process and prospective client qualifications.
• Experience using FileVine legal case management system, CRM, lead tracking platform, and call management system.
• Excellent written and verbal communication skills.
• Strong organizational, problem-solving, and time-management abilities.
• Ability to coach employees, manage competing priorities, and maintain accountability.
• Professional, empathetic, and client-focused approach.
• Ability to handle confidential information responsibly.
• Prior experience supervising an intake team at a personal injury law firm.
• Experience monitoring calls and tracking intake conversion metrics.
• Familiarity with lead management, referral tracking, and intake marketing campaigns.
• Bilingual in Spanish / English is highly preferred.