Intake Manager

Pusch & Nguyen Law Firm, PLLC; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Pusch & Nguyen Law Firm, PLLC seeks an Intake Manager to lead the Intake Department, ensuring prompt, professional service from first contact. This hands-on leadership role requires strong PI process knowledge and people-management skills.

You will coach the team, manage leads, and collaborate across departments to optimize client experience and firm growth. The ideal candidate has PI intake or legal operations experience, is results-driven, and effective in training and performance management.

Qualifications

• Minimum 2-3 years of supervisory or management experience
• Experience managing performance metrics/KPIs, including response times and productivity
• Experience with CRM, reporting tools, and case management systems
• Law firm experience is a plus
• Personal injury intake experience is a plus
• Must be able to work full-time, on-site in Houston, Texas

Responsibilities

• Lead, supervise, coach, and develop the Intake Specialist team
• Oversee daily operations and performance of the Intake Department
• Ensure prompt, professional handling of calls, web inquiries, referrals, texts, and leads
• Monitor leads and ensure timely follow-up
• Assist with calls and escalations when needed
• Assist with initial case qualification using Personal Injury process
• Ensure accurate entry of client and case information into firm systems
• Monitor KPIs and intake metrics and communicate trends to management
• Review calls for quality, professionalism, and adherence to procedures
• Train staff on communication, call handling, and conversion
• Conduct regular meetings, coaching, performance reviews, and progress reports
• Set clear performance expectations and address underperformance
• Identify performance concerns and coordinate coaching and corrective actions
• Develop and maintain intake procedures, scripts, workflows, and best practices
• Ensure adequate intake coverage and assist with scheduling
• Collaborate with attorneys and other departments for smooth transitions
• Track lead sources and communicate trends to management
• Identify missed opportunities and bottlenecks to improve intake
• Maintain confidentiality of client and firm information

Skills

Supervisory experience

Leadership

Communication skills

Coaching

Organizational skills

Time management

Problem-solving

Customer service

Multitasking

Bilingual English/Spanish (plus)

Education

High school diploma or equivalent

College degree preferred but not required

Tools

CRM systems

Microsoft Office

Filevine

Job description

Description

Intake Manager

Department: Intake
Reports To: Upper Management
Employment Type: Full-Time
Location: On-Site

Position Summary

The Intake Manager is responsible for leading and overseeing the firm’s Intake Department and ensuring that every potential client receives prompt, professional, compassionate, and consistent service from their first interaction with the firm.

This is a hands‑on leadership position requiring a strong understanding of the Personal Injury process, along with the ability to manage, coach, develop, and hold an Intake team accountable.

The ideal candidate may come from an Intake Management, Personal Injury Case Management, or similar legal operations background. We are particularly interested in candidates who understand the PI process and have demonstrated strong leadership and people‑management skills.

Because Intake is often the first point of contact between a potential client and the firm, the Intake Manager plays an important role in both the client experience and growth of the firm.

Key Responsibilities

• Lead, supervise, coach, and develop the Intake Specialist team.
• Oversee the daily operations, workflow, and performance of the Intake Department.
• Ensure incoming calls, web inquiries, referrals, texts, and other potential client leads are handled promptly and professionally.
• Monitor leads and ensure consistent and timely follow‑up.
• Assist with calls, potential clients, and escalations when additional support is needed.
• Utilize knowledge of the Personal Injury process to assist with initial case qualification and identify matters requiring attorney review.
• Ensure client and case information is entered accurately and completely into the firm’s systems.
• Monitor and analyze response times, follow‑up activity, signed cases, conversion rates, call activity, individual productivity, and other Intake KPIs.
• Review calls and Intake interactions for quality, professionalism, accuracy, empathy, and adherence to firm procedures.
• Train and coach Intake Specialists on communication, call handling, lead follow‑up, client service, and conversion.
• Conduct regular team meetings, one‑on‑one coaching sessions, progress reports, performance reviews, and performance check‑ins.
• Establish clear performance expectations and hold team members accountable for meeting them.
• Identify performance concerns and work with Human Resources and Upper Management on additional coaching, Performance Improvement Plans (PIPs), corrective action, and other performance matters when necessary.
• Recognize strong performance and identify opportunities for employee development.
• Develop and maintain Intake procedures, scripts, workflows, and best practices.
• Ensure adequate Intake Department coverage and assist with scheduling as needed.
• Work closely with attorneys, Case Managers, Marketing, and other departments to ensure a smooth transition from Intake to case handling.
• Track lead sources and communicate trends, concerns, results, and opportunities to management.
• Identify missed opportunities, bottlenecks, and areas where the Intake process can be improved.
• Maintain confidentiality of all potential client, client, and firm information.

Leadership Expectations

The Intake Manager is expected to lead by example and create a culture of urgency, accountability, compassion, professionalism, and teamwork.

This individual must be comfortable setting expectations, monitoring performance, coaching employees, providing constructive feedback, recognizing strong performance, and addressing concerns when expectations are not being met.

The Intake Manager must also be willing to be hands‑on. When the Intake team is busy or a potential client requires additional assistance, the Manager should be comfortable stepping in and helping the team.

Qualifications

• Strong knowledge of the Personal Injury process required.
• Personal Injury law firm experience strongly preferred.
• Previous experience in PI Intake, Case Management, legal operations, or a closely related position.
• Previous supervisory, team lead, or management experience strongly preferred.
• Experience managing employee performance, including coaching, progress reports, performance reviews, accountability, and PIPs.
• Strong leadership and employee‑development skills.
• Experience monitoring KPIs, conversion rates, response times, follow‑up activity, call performance, and productivity.
• Excellent verbal and written communication skills.
• Professional and confident telephone presence.
• Ability to communicate compassionately with individuals who may be injured, distressed, or experiencing difficult circumstances.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast‑paced environment.
• Comfortable using data and performance metrics to identify problems and improve results.
• Proficiency with CRM, case management, telephone, and Microsoft Office systems.
• Filevine experience is a plus.
• Bilingual English/Spanish is a plus, but not required.

Key Performance Areas

Performance may be measured through lead response times, follow‑up activity, call quality, Intake accuracy, signed cases, lead‑to‑client conversion rates, missed‑call follow‑up, individual and team productivity, client experience, adherence to Intake procedures, and the training and development of Intake Specialists.

The Intake Manager will also be responsible for identifying performance trends and using these metrics to coach the team and improve overall Intake results.

What Success Looks Like

A successful Intake Manager ensures that no viable lead falls through the cracks.

The Intake team is responsive, professional, compassionate, organized, well‑trained, and accountable. Employees understand their expectations and receive regular coaching, feedback, and development.

Most importantly, the Intake Manager builds a team that understands that every inquiry represents both a person who may need our help and an opportunity to earn that person’s trust in our firm.

Requirements

Job Requirements

• Minimum 2-3 years of supervisory or management experience, preferably managing a client‑facing, intake, call center, customer service, or sales team.
• Proven ability to lead, coach, motivate, and hold employees accountable.
• Experience monitoring and managing performance metrics/KPIs, such as response times, call volume, follow‑up activity, conversion rates, productivity, and team performance.
• Ability to analyze performance data, identify trends or areas of concern, and implement improvements.
• Experience conducting employee coaching, training, performance conversations, and addressing performance issues.
• Strong customer/client service skills with the ability to handle escalated or sensitive situations professionally.
• Excellent verbal and written communication skills.
• Strong organizational, time‑management, and problem‑solving skills.
• Ability to manage multiple priorities and make decisions in a fast‑paced environment.
• Comfortable working with CRM systems, reporting tools, and other business technology.
• Law firm experience is a plus
• Personal injury and/or legal intake experience is a plus.
• Experience managing a high‑volume intake, call center, customer service, or sales environment is highly desirable.
• High school diploma or equivalent required; college degree preferred but not required.
• Must be able to work full‑time, on‑site in Houston, Texas.