Intake Lead

Paul Trial Group, PLLC; Orlando (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Paul Trial Group, PLLC in Orlando, FL seeks an Intake Lead to oversee daily operations of the call center intake team and supervise the Intake Coordinators and Medical Records Coordinator. You will ensure data integrity in Lead Docket, manage referral sources, and drive lead conversion outcomes while coordinating with attorneys and leadership.

The role requires 2–3 years in a similar supervisory intake role, strong CRM experience, and excellent communication and organizational skills.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum 2–3 years of experience in a law firm intake, legal operations, or related supervisory role.
• Demonstrated ability to lead a small team and manage performance in a fast-paced environment.
• Strong proficiency with Lead Docket or a comparable legal CRM platform.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple priorities simultaneously.

Responsibilities

• Provide daily supervision and direction to all call center intake staff.
• Ensure adequate coverage and staffing needs during business hours.
• Conduct team huddles to align daily priorities, flags, and workload distribution.
• Serve as the primary resource for staff questions and real-time guidance.
• Ensure all team members are trained on and actively using Lead Docket.
• Identify performance gaps and provide informal coaching; elevate formal concerns to the Director.
• Contribute to the development and maintenance of intake SOPs and job descriptions.
• Review newly entered leads daily for completeness, accuracy, and appropriate status assignment.
• Audit team task completion weekly; address overdue or stale tasks.
• Monitor for leads with no next-action task and ensure all active leads have a clear next step assigned.
• Identify and elevate any SOL-risk leads to the supervising attorney immediately.
• Maintain clean, accurate, and current data across all active leads in LD.
• Own all referral source relationships on behalf of the intake team.
• Field all inbound referral inquiries and log referral leads in LD with the source identified.
• Send proactive status updates to referral sources on a scheduled basis.
• Coordinate with the Director on referral source reporting and business development priorities.
• Escalate referral source concerns or dissatisfaction to the Director promptly.
• Maintain and distribute the attorney rotation schedule.
• Circulate potential cases to attorneys and relay decisions to the intake team.
• Serve as the first escalation point from Intake Coordinators for complex, sensitive, or SOL-risk leads.
• Assess escalations and resolve or re-escalate to the Director as appropriate.
• Document all escalations and resolutions in Lead Docket.
• Flag urgent matters to the Director in real time.
• Participate in intake strategy meetings and provide operational input.

Skills

Verbal communication

Written communication

Leadership

Data quality management

Prioritization

Lead Docket proficiency

Education

High school diploma

Associate degree preferred

Bachelor's degree preferred

Tools

Lead Docket

Filevine

Domo/Periscope

Dial Pad

Job description

Benefits offered after 60 days of full-time employment

Position Summary

The Intake Lead is responsible for the day-to-day oversight, quality control, and performance of the Paul Trial Group call center intake team. This role supervises the Intake Coordinator(s) and Medical Records Coordinator, ensures the integrity of all data in Lead Docket, manages referral source relationships, and serves as the initial escalation point for complex or sensitive intake matters. The Intake Lead reports directly to the Director of Intake and Investigations and is a key driver of the firm’s lead conversion outcomes.

Essential Duties and Responsibilities

Team Oversight and Staff Development

• Provide daily supervision and direction to all call center intake staff.
• Ensuring adequate coverage and staffing needs during business hours.
• Conduct team huddles to align daily priorities, flags, and workload distribution.
• Serve as the primary resource for staff questions and real-time guidance.
• Ensure all team members are trained on and actively using Lead Docket.
• Identify performance gaps and provide informal coaching; elevate formal concerns to the Director.
• Contribute to the development and maintenance of intake SOPs and job descriptions.

Quality Control — Lead Docket

• Review newly entered leads daily for completeness, accuracy, and appropriate status assignment.
• Audit team task completion weekly; address overdue or stale tasks with responsible staff.
• Monitor for leads with no next-action task and ensure all active leads have a clear next step assigned.
• Identify and elevate any SOL-risk leads to the supervising attorney immediately.
• Maintain clean, accurate, and current data across all active leads in LD.

Referral Source Management

• Own all referral source relationships on behalf of the intake team.
• Field all inbound referral inquiries and log referral leads in LD with the source identified.
• Send proactive status updates to referral sources on a scheduled basis.
• Coordinate with the Director on referral source reporting and business development priorities.
• Escalate referral source concerns or dissatisfaction to the Director promptly.

Attorney Coordination

• Maintain and distribute the attorney rotation schedule.
• Circulate potential cases to attorneys and relay decisions to the intake team.
• Serve as the first escalation point from Intake Coordinators for complex, sensitive, or SOL-risk leads.
• Assess escalations and resolve or re-escalate to the Director as appropriate.
• Document all escalations and resolutions in Lead Docket.

Reporting

• Flag urgent matters to the Director in real time.
• Participate in intake strategy meetings and provide operational input.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum 2–3 years of experience in a law firm intake, legal operations, or related supervisory role.
• Demonstrated ability to lead a small team and manage performance in a fast-paced environment.
• Strong proficiency with Lead Docket or a comparable legal CRM platform.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple priorities simultaneously.

Preferred Qualifications

• Prior experience in a personal injury or medical malpractice law firm.
• Familiarity with Filevine, Domo/Periscope, and Dial Pad platforms or similar platforms.
• Experience designing or improving intake workflows.

Knowledge, Skills, and Abilities

• Working knowledge of Florida personal injury and medical malpractice intake requirements, including relevant SOL provisions (§ 95.11(4)(b)) and pre-suit notice requirements (§ 766.106).
• Ability to identify and respond to data quality issues before they affect case outcomes.
• Skilled at providing direct, constructive feedback to team members.
• Sound judgment in escalation decisions — knows when to handle vs. when to elevate.
• Proactive communicator with referral sources, staff, attorneys, and firm leadership.

Working Conditions

• Combination of supervisory, administrative, and phone-based work.
• May require occasional extended hours to address operational needs or high-volume periods.

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Paul Trial Group reserves the right to modify this description at any time.