Intake Manager

Job Title: Intake Manager

Location: Southfield, MI (On-site)

Type: Full-Time

Reports To: Managing Attorney / Firm Administrator

Department: Intake & Client Onboarding

Position Overview:

We are seeking a strategic, high-performing Intake Manager to lead and oversee our law firms entire intake department. The Intake Manager will serve as the gatekeeper - managing a team of intake specialists. You will manage all incoming inquiries for representation and will be responsible for making final decisions on whether to sign a case or refer it out to our trusted partner firms.

This role requires strong legal judgment, people management experience, and the ability to monitor real-time case flow through our case management dashboard. This person will also coordinate with attorneys internally to place cases with the best possible legal representation.

Key Responsibilities:

• Lead, train, and manage the entire intake department, including intake specialists and front-desk staff
• Review and evaluate qualified leads escalated by the intake team for legal viability and alignment with firm goals
• Make final determinations to sign or refer out cases, and assign accepted cases to the appropriate internal attorney
• Maintain and monitor real-time intake data using the NEOS dashboard to ensure lead flow, response time, and case progression meet firm standards
• Manage and track case referrals to outside partner firms, ensuring follow-through and documentation
• Monitor and manage after-hours lead activity, including coordinating off-hours coverage and responding to time-sensitive matters
• Develop intake scripts, workflows, and performance metrics to improve team efficiency and conversion rates
• Collaborate with firm leadership and marketing to provide feedback on lead quality and pipeline trends
• Serve as the main point of contact for all escalated intake matters
  
  
  

Ideal Candidate Profile:

• Licensed attorney preferred, or J.D. with legal experience in plaintiff personal injury and related fields
• 3-5+ years of intake management, lead conversion, or legal operations experience, preferred but not required
• Previous experience managing high-volume client-facing teams or call center environments preferred but not required
• Demonstrated ability to evaluate legal claims and triage effectively
• Tech-savvy and proficient in case management systems, especially NEOS
• Strong leadership, training, and communication skills
• Highly organized with excellent follow-through and judgment
• Available to support after-hours lead flow, including weekends or evenings as needed
  
  
  

Compensation & Benefits:

• Competitive salary + performance-based incentives
• Health, dental, and vision insurance
• Paid time off and holiday pay
• Opportunities for professional development
• Collaborative and mission-driven work environment
  
  
  

Why Join Us?

Were not just looking for someone to fill a seat; we're seeking a sharp, decisive, and strategic legal professional to own the intake function from start to finish. If you have a passion for client service, case evaluation, and helping people at a critical point in their lives, this role is for you.