Intake Manager

Pusch & Nguyen Law Firm; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Pusch & Nguyen Law Firm in Houston, TX seeks an Intake Manager to lead the Intake Department and ensure every potential client is greeted with prompt, professional service from the first interaction.

This hands-on leadership role requires deep knowledge of the Personal Injury process, strong coaching skills, and the ability to drive metrics, improve client experience, and grow the firm.

Qualifications

• Strong knowledge of the Personal Injury process required.
• Experience in PI intake or legal operations preferred.
• Previous supervisory or management experience.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Confidentiality and professional client handling.

Responsibilities

• Lead, supervise, coach, and develop the Intake Specialist team.
• Oversee daily operations and performance of the Intake Department.
• Ensure timely handling of calls, inquiries, referrals, and texts.
• Monitor leads, follow-up activity, and KPI metrics.
• Coach staff on communication, scripts, and client service.
• Collaborate with attorneys and other departments to ensure smooth transitions.
• Maintain confidentiality of all client and firm information.

Skills

PI process

Leadership

Coaching

KPIs

Client experience

Team development

Job 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.
• Recognise 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.