Intake & Onboarding Specialist

Human Insights Consulting; United States; Remote; USD 28,000 - 41,000; Full time

Job summary

Confidential Employer / Law Firm is seeking an Intake & Onboarding Specialist to join its remote team. This role serves as the first point of contact for prospective clients, conducts intake, educates on the Social Security disability process, and ensures a smooth transition to case management.

The ideal candidate communicates with empathy, stays organized in a fast-paced environment, and can manage multiple priorities while maintaining client confidentiality.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Exceptional organization, attention to detail, and time management.
• Ability to handle sensitive conversations with empathy, patience, and professionalism.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• Familiarity with Adobe, Google Workspace, and virtual communication tools.
• Ability to navigate electronic case management systems, online forms, and other technology platforms.
• Ability to manage multiple client intakes while maintaining accuracy and meeting deadlines.

Responsibilities

• Serve as the primary point of contact for prospective clients seeking Social Security disability representation.
• Conduct structured intake interviews to gather medical, employment, financial, and personal background information.
• Review client information to assist in determining potential eligibility for Social Security disability benefits.
• Maintain professional, empathetic communication with individuals navigating challenging circumstances.
• Explain the Social Security disability claims process, anticipated timelines, and next steps in a clear, understandable manner.
• Answer client questions and provide timely updates throughout the intake and onboarding process.
• Prepare, distribute, and track client engagement documents.
• Follow up with clients to obtain completed forms and outstanding documentation.
• Organize and maintain accurate electronic client files.
• Ensure all required information is collected before transferring cases to the assigned case manager.
• Assist clients with completing and submitting applications for Disability Insurance Benefits (DIB), Supplemental Security Income (SSI), and Disabled Widow's Benefits.
• Review application information for completeness and accuracy.
• Guide clients through application requirements and respond to questions throughout the process.
• Accurately enter, update, and maintain client information in electronic case management systems.
• Monitor pending intakes and proactively follow up with prospective clients.
• Communicate non-engagement decisions professionally and compassionately when representation cannot be offered.
• Close unqualified intakes promptly while ensuring accurate recordkeeping.
• Coordinate with case managers to ensure a seamless transition for newly onboarded clients.
• Maintain strict confidentiality of client information.

Skills

Verbal communication

Written communication

Customer service

Organization

Empathy

Remote work

Tools

Microsoft Office

Google Workspace

Adobe

Job description

Company: Confidential Employer / Law Firm

Job Location: Remote | Work From Home

Employment Classification: Hourly | Non-Exempt

Experience: 2+ years preferred

About the Opportunity

A growing law firm specializing in Social Security disability representation is seeking a highly organized, compassionate, and detail-oriented Intake & Onboarding Specialist to join its team.

This fully remote position plays an important role in helping individuals navigate the Social Security disability claims process. As one of the first points of contact for prospective clients, you will conduct intake interviews, provide guidance, gather essential information, coordinate documentation, and ensure a smooth transition from initial consultation to active case management.

The ideal candidate is an excellent communicator who enjoys helping others, thrives in a fast-paced environment, and can confidently manage multiple priorities while delivering exceptional client service.

Key Responsibilities

Client Intake & Initial Assessment

Serve as the primary point of contact for prospective clients seeking Social Security disability representation.

Conduct structured intake interviews to gather medical, employment, financial, and personal background information.

Review client information to assist in determining potential eligibility for Social Security disability benefits.

Maintain professional, empathetic communication with individuals navigating challenging circumstances.

Client Education & Communication

Explain the Social Security disability claims process, anticipated timelines, and next steps in a clear, understandable manner.

Answer client questions and provide timely updates throughout the intake and onboarding process.

Help prospective clients understand what to expect when working with the firm and the Social Security Administration.

Client Onboarding & Documentation

Prepare, distribute, and track client engagement documents.

Follow up with clients to obtain completed forms and outstanding documentation.

Organize and maintain accurate electronic client files.

Ensure all required information is collected before transferring cases to the assigned case manager.

Social Security Disability Applications

Assist clients with completing and submitting applications for Disability Insurance Benefits (DIB), Supplemental Security Income (SSI), and Disabled Widow's Benefits.

Review application information for completeness and accuracy.

Guide clients through application requirements and respond to questions throughout the process.

Case Management & Follow-Up

Accurately enter, update, and maintain client information in electronic case management systems.

Monitor pending intakes and proactively follow up with prospective clients.

Communicate non-engagement decisions professionally and compassionately when representation cannot be offered.

Close unqualified intakes promptly while ensuring accurate recordkeeping.

Coordinate with case managers to ensure a seamless transition for newly onboarded clients.

Maintain strict confidentiality of client information.

What Makes Someone Successful in This Role?

We are looking for someone who:

Genuinely enjoys helping people and delivering exceptional client service.

Communicates with warmth, patience, and professionalism.

Proactively follows up and keeps processes moving forward.

Takes ownership of responsibilities from start to finish.

Maintains accuracy when managing multiple cases and deadlines.

Learns new systems and procedures quickly.

Understands the importance of confidentiality when handling sensitive client information.

The employer is an equal opportunity employer and considers qualified applicants in accordance with applicable employment laws.

Requirements

Required Skills & Qualifications

Excellent verbal and written communication skills.

Strong customer service and interpersonal skills.

Exceptional organization, attention to detail, and time management.

Ability to handle sensitive conversations with empathy, patience, and professionalism.

Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.

Familiarity with Adobe, Google Workspace, and virtual communication tools.

Ability to navigate electronic case management systems, online forms, and other technology platforms.

Ability to manage multiple client intakes while maintaining accuracy and meeting deadlines.

Strong follow-through skills and the ability to work independently in a remote environment.

Preferred Experience

2+ years of experience in client intake, onboarding, customer service, or administrative support.

Experience in a legal office, professional services environment, or client-facing administrative position.

Familiarity with Social Security disability claims, including SSI and SSDI applications.

Experience using case management software or electronic client tracking systems.

Prior Social Security disability or law firm experience is preferred but not required.

Remote Work Requirements

This is a fully remote position. Successful candidates must have:

Reliable high-speed internet access.

A quiet, professional home workspace suitable for confidential conversations.

The ability to participate in frequent telephone calls, video meetings, and virtual team collaboration.

Strong self-motivation, accountability, and the ability to meet deadlines without direct in-person supervision.