Crisprecruit
Intake Manager (Personal Injury)
San Antonio, TX. Posted 3 months ago
The role
You will oversee the entire intake function and manage staff for direct and referred cases. You will design scalable processes, monitor KPIs, and manage lead-generation vendors to support firm growth.
What you will do
- Oversee the entire intake function, managing staff responsible for both direct and referred cases.
- Coach and develop intake team members in empathy, client engagement, data capture, scheduling, and performance management.
- Design and implement scalable intake processes to improve efficiency and capacity.
- Establish and monitor KPIs to ensure high conversion rates and operational consistency.
- Manage lead-generation vendors and the answering service.
- Analyze intake performance data to produce insights and recommendations.
- Develop and implement onboarding and training programs for future intake hires.
- Ensure prompt response and coverage, optimizing workflow between intake and legal teams.
Required qualifications
- Proven expertise in personal injury intake management with a strong understanding of client conversion tactics.
- Demonstrated ability to manage and develop teams, with experience in operational oversight and process improvement.
- Skilled in data analysis and KPI development.
- Comfortable using Lead Docket, Filevine, or similar systems to manage scripts, data capture, intake workflows, reporting, and handoffs.
- Confident in managing external vendors, negotiating agreements, and ensuring service quality.
- High integrity and ethics.
- Excellent verbal and written communication.
Nice to have
- Experience in personal injury law or professional services with a focus on process and operational leadership.
Benefits
- Competitive Compensation
- Performance-based incentives
- Strong team-centric bonuses aligned with KPI achievements and intake performance
About the company
Cowen Rodriguez Peacock is a personal injury law firm based in San Antonio, Texas. The firm specializes in complex cases including truck and commercial vehicle accidents and catastrophic injuries.