Intake Representative

Paycom - ATS; Northglenn (CO); On-site; USD 36,000 - 54,000; Full time

Job summary

Paycom - ATS in Colorado is seeking an Intake Representative to follow up leads, conduct intake calls, and document prospective client information using established scripts and processes to support initial case evaluation and timely progression with guidance.

You'll manage assigned leads, contact prospective clients professionally, perform preliminary eligibility screening, and enter data in real time within case management systems.

Qualifications

• High school diploma or equivalent.
• 1+ years of experience in customer service, call center, or similar client-facing roles.
• Clear, professional verbal communication and ability to follow scripts.
• Strong organization and multi-tasking capabilities.
• Attention to detail and accurate documentation.
• Ability to follow processes and escalate questions when needed.
• Reliable, team-oriented, and focused on delivering a positive client experience.
• Comfort using computer systems to enter information in real time.
• Proficiency with Microsoft applications.
• Bilingual Spanish/English.

Responsibilities

• Lead Management & Prioritization – Manage assigned leads according to firm guidelines; conduct timely outreach and follow-ups, maintain an organized pending list, and advance or close leads as directed.
• Client Contact & Communication – Serve as initial contact for prospective clients; communicate professionally and confidentially across approved channels using approved scripts and messaging standards.
• Intake & Case Evaluation – Conduct intake calls using approved scripts to gather required information and perform initial eligibility screening based on firm-defined criteria, escalating questions as needed.
• Documentation & Systems – Enter required intake information in real time within case management and communication systems while maintaining data accuracy.
• Escalation & Support – Identify intake issues, documentation gaps, or client concerns and escalate them appropriately in accordance with established procedures.
• Performance & Accountability – Meet baseline performance expectations for response time, call volume, call quality, and conversion rates with regular guidance and adherence to established workflows.

Skills

Verbal communication

Follow scripts

Organization

Attention to detail

Reliability

Team oriented

Data entry

Microsoft Office

Bilingual - Spanish/English

Education

High school diploma or equivalent

Tools

CRM

Case management systems

Microsoft Office

Job description

JOB SUMMARYAs an Intake Representative, you'll conduct lead follow‑up, complete intake calls, and accurately document prospective client information using established processes and scripts, supporting initial case evaluation and timely case progression with guidance.JOB RESPONSIBILITIESLead Management & Prioritization – Manage assigned leads according to firm guidelines; conduct timely outreach and follow‑ups, maintain an organized pending list, and advance or close leads as directed.Client Contact & Communication – Serve as initial contact for prospective clients; communicate professionally and confidentially across approved channels using approved scripts and messaging standards.Intake & Case Evaluation – Conduct intake calls using approved scripts to gather required information and perform initial eligibility screening based on firm‑defined criteria, escalating questions as needed.Documentation & Systems – Enter required intake information in real time within case management and communication systems while maintaining data accuracy.Escalation & Support – Identify intake issues, documentation gaps, or client concerns and escalate them appropriately in accordance with established procedures.Performance & Accountability – Meet baseline performance expectations for response time, call volume, call quality, and conversion rates with regular guidance and adherence to established workflows.REQUIRED QUALIFICATIONSEducation/ExperienceHigh school diploma or equivalent1+ years of experience in customer service, call center, or similar client-facing roles.Knowledge/Skills/AbilitiesClear, professional verbal communication skills and ability to follow scripts and instructions.Strong organization skills with the ability to manage multiple tasks and follow up reliably.Attention to detail and commitment to accurate documentation.Ability to follow established processes and escalate questions or issues appropriately.Reliable, team-oriented, and focused on delivering a positive client experience.Comfort using computer systems to enter information accurately in real time.Proficiency working in Microsoft applications.Bilingual - Spanish/EnglishPREFERRED QUALIFICATIONSFamiliarity with personal injury or similar legal services.Experience handling high-volume inbound or outbound phone calls.Ability to remain calm and professional in time-sensitive or emotionally charged situations.Familiarity with CRM, case management, or other documentation systems.