Personal Injury Intake Lead

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

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.