Intake Manager (Personal Injury)
On-siteSan Antonio, Texas, United States
Job Summary
Oversee the entire intake function, managing staff for direct and referred cases while coaching team members on empathy, data capture, and performance management. Design scalable processes to increase case volume and establish KPIs to monitor conversion rates and operational consistency. Manage lead-generation vendors and answering services, monitoring lead quality and holding them accountable to performance expectations. Analyze intake data to produce insights for continuous improvement and develop onboarding programs for future hires. Ensure prompt response and coverage, optimizing workflow between intake and legal teams. This newly established leadership role centralizes firm operations to support growth in complex personal injury litigation across Texas.
Required Qualifications
- Proven expertise in personal injury intake management
- Strong understanding of client conversion tactics
- Demonstrated ability to manage and develop teams
- Experience in operational oversight
- Experience in process improvement
- Skilled in data analysis
- Skilled in KPI development
- Comfortable using Lead Docket, Filevine, or similar systems
- Confident in managing external vendors
- Experience negotiating agreements
- Ensuring service quality
- High integrity and ethics
- Excellent verbal and written communication
- Capable of training staff
- Capable of engaging with clients effectively
Desired Qualifications
- Experience in personal injury law
- Experience in professional services
- Focus on process and operational leadership
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