Personal Injury Intake Manager

We are a growing personal injury law firm in the Phoenix/Biltmore area seeking an experienced Intake Manager to lead our client intake operations. This critical leadership role serves as the first point of contact for prospective clients, oversees intake specialists, drives high lead-to-case conversion rates, and ensures compassionate, efficient, and compliant handling of inquiries. The ideal candidate is a results-oriented leader with strong personal injury knowledge, excellent communication skills, and a proven track record of optimizing intake processes in a fast-paced legal environment.

Team Leadership & Development: Manage, mentor, train, and evaluate a team of intake specialists. Conduct call reviews, provide real-time coaching, and foster a high-performance, client-focused culture.

Intake Operations: Oversee the full intake pipeline from initial lead contact (phone, email, web forms, walk-ins) through case screening, consultation scheduling, and client sign-up/retention. Develop and refine intake scripts, workflows, and protocols.

Performance Management: Track and report key metrics including speed-to-lead/response time, contact rates, lead-to-sign conversion rates, and follow-up compliance. Use data and dashboards (Excel, CRM) to identify trends and implement improvements.

Client Experience: Conduct initial client interviews, gather detailed case information (incident details, medical history, insurance info), assess case viability, and build rapport with empathy and professionalism. Handle escalated or complex inquiries.

Case Handoff & Coordination: Ensure smooth transition of signed cases to attorneys and case managers. Request and organize initial documents, medical records, and authorizations while maintaining HIPAA compliance.

Compliance & Quality Control: Adhere to all legal, ethical, and regulatory standards (including Arizona-specific rules). Maintain accurate records in case management software (e.g., Filevine or similar).

Continuous Improvement: Analyze performance data, recommend process enhancements, and collaborate with firm leadership to maximize caseload growth.

Experience: 2–3+ years in personal injury intake, client intake management, or related legal/paralegal role (Arizona personal injury experience strongly preferred). 1+ years of supervisory or team lead experience.

Skills: Exceptional verbal and written communication; ability to handle high-volume calls with empathy and urgency.

Strong organizational, multitasking, and time-management abilities in a deadline-driven environment.

Proficiency with Microsoft Office (Word, Excel, Outlook), CRM/case management systems, and basic data reporting.

Deep understanding of personal injury case evaluation (liability, damages, statutes of limitations, etc.).

Education: Bachelor’s degree or equivalent experience preferred. Paralegal certification a plus.

Other: Bilingual (English/Spanish) is a strong plus. Must be comfortable working in a collaborative, fast-paced office setting with potential for some after-hours/rotational availability.

We are an equal opportunity employer and value diversity in our team. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.