Intake Specialist

Cowen | Rodriguez | Peacock; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Cowen Law Care & Truck Accident Lawyers is seeking an Intake Specialist to be the first point of contact for prospective clients. You will gather critical case information, conduct initial interviews, and guide qualified leads through the intake process with empathy and professionalism.

The role requires excellent communication, strong organization, and the ability to manage a high volume of inquiries while maintaining client confidentiality and delivering an outstanding client experience.

Qualifications

• 1–3 years of experience in legal intake, personal injury, law firm administration, healthcare intake or related client-facing role.
• Excellent verbal and written communication skills.
• Strong interpersonal and active-listening abilities.
• Ability to communicate compassionately with individuals under stress due to injuries or financial hardship.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable handling a high volume of calls and inquiries.
• Proficiency with CRM, case management, Microsoft Office, Google Workspace; experience with Lead Docket and Filevine is helpful.
• Ability to learn and follow firm-specific intake procedures and qualification criteria.
• Bilingual English/Spanish is preferred.

Responsibilities

• Respond promptly and professionally to inbound calls, website inquiries, emails, and other prospective client leads.
• Conduct comprehensive intake interviews to gather information about accidents, injuries, medical treatment, insurance, damages, and liability.
• Build rapport with prospective clients and establish trust through empathy and professionalism.
• Document all relevant client and case information in the firm’s case management/CRM system.
• Screen potential personal injury cases based on firm criteria.
• Identify time-sensitive matters such as statutes of limitations and urgent needs, and escalate appropriately.
• Schedule consultations with attorneys or team members.
• Follow up with prospective clients until intake is complete.
• Maintain accurate intake records and obtain all required information and documentation.
• Coordinate with attorneys, paralegals, and staff to ensure smooth transition from intake to representation.
• Maintain confidentiality of sensitive information.
• Provide general information about intake and consultation processes without giving legal advice.
• Meet or exceed intake, follow-up, conversion, responsiveness, and quality standards.
• Maintain professionalism and client-focused approach in every interaction.
• Perform other administrative and client-service duties as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Active listening

Multitasking

Prioritization

CRM familiarity

Microsoft Office

Google Workspace

Lead Docket

Filevine

Bilingual English/Spanish

Tools

CRM systems

Microsoft Office

Google Workspace

Lead Docket

Filevine

Job description

We are seeking a highly organized, compassionate, and results-driven Intake Specialist to join our personal injury law firm, Cowen Law Care & Truck Accident Lawyers. The Intake Specialist will be responsible for being the first point of contact for prospective clients, gathering critical case information, conducting preliminary case evaluations, and helping qualified leads move efficiently through the intake process.

The ideal candidate is an excellent communicator who can build trust quickly with individuals who may be experiencing significant physical, emotional, or financial stress. This position requires strong attention to detail, sound judgment, professionalism, and the ability to manage a high volume of calls and inquiries while providing an exceptional client experience.

Key Responsibilities

• Respond promptly and professionally to inbound calls, website inquiries, emails, and other prospective client leads.
• Conduct comprehensive intake interviews to gather information regarding accidents, injuries, medical treatment, insurance coverage, damages, and potential liability.
• Build rapport with prospective clients and establish trust through empathy, professionalism, and active listening.
• Obtain and accurately document all relevant client and case information in the firm's case management/CRM system.
• Conduct preliminary screening of potential personal injury cases based on firm-established criteria.
• Identify potentially time-sensitive matters, including statute of limitations concerns, insurance issues, and urgent medical or legal needs, and elevate them appropriately.
• Schedule consultations and appointments with attorneys or other members of the legal team.
• Follow up consistently with prospective clients who have not yet completed the intake process.
• Maintain accurate and complete intake records and ensure all required information and documentation is obtained.
• Coordinate with attorneys, paralegals, case managers, and other staff to facilitate a smooth transition from intake to representation.
• Maintain confidentiality and handle sensitive personal, medical, and legal information appropriately.
• Provide prospective clients with general information about the firm's intake and consultation process without providing legal advice.
• Meet or exceed established intake, follow-up, conversion, responsiveness, and quality standards.
• Maintain professionalism and a client-focused approach in every interaction.
• Perform other administrative and client-service duties as assigned.

Qualifications

• 1–3 years of experience in legal intake, personal injury, law firm administration, healthcare intake, insurance, sales, or a related client-facing position preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and active-listening abilities.
• Ability to communicate compassionately with individuals experiencing injuries, financial hardship, or other stressful circumstances.
• Strong organizational skills and exceptional attention to detail.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Comfortable handling a high volume of calls and inquiries.
• Proficiency with CRM, case management, Microsoft Office, Google Workspace, or similar software. Experience with Lead Docket and Filevine is helpful.
• Ability to learn and consistently follow firm-specific intake procedures and qualification criteria.
• Strong judgment regarding when an issue should be escalated to an attorney or supervisor.
• Bilingual English/Spanish skills are preferred.

Preferred Experience

• Personal injury law firm experience.
• Experience conducting legal or medical intakes.
• Experience in a customer centric environment where building trust quickly is critical.
• Experience working in a performance-driven intake or call-center environment.

Key Performance Indicators

Success in this role may be measured by:

• Speed and responsiveness to new leads; including level of empathy and understanding shared with potential clients.
• Accuracy and completeness of intake information.
• Lead-to-consultation conversion.
• Follow-up completion and consistency.
• Client experience and professionalism.
• Compliance with firm intake procedures.
• Effective communication and handoff to the legal team.

This is a fast-paced, client-focused position within a personal injury law firm. The Intake Specialist must be comfortable managing multiple prospective clients simultaneously while maintaining empathy, accuracy, confidentiality, and professionalism.