Intake Coordinator

Want to be the driving force behind a premier law firm? You come FIRST!

A client’s journey toward justice starts with us. We are looking for top-tier talent to join our FIRST Team (Firm Intake, Records, Support & Triage Team). As the absolute heartbeat of our pipeline, this team handles everything from vital client intake and referral networking to critical case records management. If you are organized, empathetic, and want to work in an environment where your impact is felt from day one, you belong here. Because excellence starts FIRST.

Position Summary

The Intake Coordinator is responsible for managing prospective client contacts from initial inquiry through the initial intake process. This role serves as the first point of contact for many prospective clients of Paul Trial Group and is critical to the firm's reputation, conversion rate, and case quality. The Intake Coordinator is expected to gather information, maintain accurate and timely records in Lead Docket, and deliver a professional, empathetic experience to every caller.

Essential Duties and Responsibilities

Lead Intake and Screening

• Receive inbound leads from all channels: Reception transfers, direct inbound calls, and web form submissions.
• Conduct initial screening calls to gather required information including incident type, date of incident, injuries, and referral source.
• Enter all leads into Lead Docket within 10 minutes of contact, regardless of apparent merit.
• Complete all required fields on the intake form accurately and thoroughly.

Lead Management and Follow-Up

• Maintain accurate and current status on all assigned leads in Lead Docket.
• Respond to all initial inbound leads within 10 minutes of message being received
• Complete all assigned tasks in Lead Docket by their due dates.
• Conduct systematic follow-up on all unresolved leads — minimum three contact attempts across at least two channels before marking as lost.
• Log all contact attempts, notes, and outcomes in Lead Docket promptly.
• Escalate leads to the Intake Lead as required per firm policy.

Attorney Coordination

• Present screened leads to the assigned attorney per the rotation schedule.
• Relay attorney decisions to prospective clients professionally and promptly.
• Update Lead Docket status upon return of signed HIPAA and notify the Intake Lead for Filevine file opening.

Declination Process

• Generate and send declination letters for rejected cases within the firm-required timeframe.
• Document declination reason in Lead Docket.

Data Integrity

• Maintain clean, accurate, and complete records in Lead Docket at all times.
• Avoid duplicate entries and resolve any data conflicts promptly.
• Record referral sources accurately on every lead — this data supports firm business development.

Required Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of experience in a law firm, medical office, customer service, or sales environment.
• Strong verbal communication skills — able to manage sensitive conversations with empathy and professionalism.
• Ability to multitask and manage a high volume of leads without sacrificing accuracy.
• Comfortable working within defined processes and following SOPs precisely.

Preferred Qualifications

• Prior experience in a personal injury or medical malpractice law firm.
• Familiarity with Lead Docket, Filevine, or similar legal intake/case management platforms.
• Bilingual (English/Spanish) a plus.

Knowledge, Skills, and Abilities.

• Ability to handle distressed or emotional callers with calm and professionalism.
• Strong attention to detail and commitment to data accuracy.
• Team-oriented with a proactive approach to communication and problem-solving.

Join us as an Intake Coordinator and be part of a dedicated FIRST team committed to delivering exceptional patient experiences. Your organizational skills and compassionate approach will help ensure smooth operations and positive outcomes for every individual we serve.

Pay: $24.04 per hour

Expected hours: 16.0 – 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Profit sharing
• Vision insurance

People with a criminal record are encouraged to apply

Language:

• Spanish (Preferred)

Ability to Commute:

• Winter Park, FL 32789 (Required)

Work Location: In person