Personal Injury Intake Manager

We are expanding our best-in-class Personal Injury Intake function inside a fast-growing, high-performance legal call center that services the top law firms nationwide. We are looking for a seasonedPI Intake Leaderwho lives and breathes personal injury , has a proven track record signing cases on the first call, and has experience building, training, and leading high-performing intake teams. This is a leadership role for someone who is equally comfortabledesigning strategy, writing criteria, training at scale, coaching one-on-one, and jumping in on live calls when needed.You will help shape how PI intake is executed across multiple firms, states, and case types, ensuring quality, compliance, and performance. If you’ve done this before in a high-volume PI environment — you know exactly what this job requires. Core Responsibilities 1) Lead Qualification Strategy & Standards (You Set the Bar) Develop and maintain clear, standardized criteria to qualify and disqualify PI leads across: Auto / MVA Premises Liability Nursing Home / Neglect Other relevant PI categories Ensure criteria aligns with: Firm Criteria State laws / venue considerations Carrier issues Statute of limitations risks Continuously refine decision trees based on outcomes and firm feedback. 2) Team Leadership & Performance (You Own the Results) Run and manage the PI intake team day-to-day. Ensure the team consistently meets or exceeds KPIs , including: Contact Rates Conversion to signed cases Speed to lead Quality & compliance standards Track performance, identify gaps, and implement corrective action plans. Recommend and help structure performance-based bonuses tied to results. 3) Training & Development (You Build the Playbook) You will be the architect of PI training. You will: Build and maintain: PI intake scripts Call flows & objection handling guides Drip campaigns (SMS/email) Follow-up workflows Call handling playbooks Lead: New hire PI training Ongoing refresher training Remedial coaching when performance dips Train the team to: Sign cases on the first call Confidently explain retainer agreements Handle objections with professionalism and persuasion Negotiate effectively within firm guidelines Use empathy appropriately while maintaining control of the call 4) Quality Assurance & Coaching (You Raise the Bar) Regularly review live and recorded calls. Provide structured, actionable feedback to agents. Identify trends (strengths, weaknesses, knowledge gaps). Retrain or recalibrate as needed to maintain high standards. Create QA scorecards and rubrics for consistent evaluations. 5) Call Support & Escalations (You Can Still Get in the Game) Step in on live calls when needed for: Complex cases Difficult claimants High-value opportunities Customer complaints Serve as the escalation point for challenging situations. Partner with leadership to update scripts or processes based on real-world feedback. 6) Process & Continuous Improvement Regularly update scripts, criteria, and workflows based on: Performance data Firm feedback Industry changes Work cross-functionally with operations, success, and leadership to optimize outcomes. Help build a scalable PI intake model as the company grows. Required Experience & Qualifications---Must Have 3+ years of hands-on Personal Injury Intake Management experience (non-negotiable- sorry, we're not going entry level here. Deep expertise in: Auto / MVA (Injuries v. Liability v. alllll the things- again, if you get it, you get it) Premises Liability Nursing Home / Neglect Proven ability to sign cases on the first call Experience leading and training intake teams Experience writing: Intake scripts Drip campaigns Follow-up workflows Strong understanding of: Liability assessment Insurance dynamics Statute of limitations Comparative negligence concepts Leadership & Professional Expectations Experience supporting a C-level executive or equivalent Exceptional references for: Reliability Attendance Professionalism Leadership ability “Boots on the ground” mentality — you lead by example. Calm, confident, and empathetic communicator. Comfortable working in a fast-paced, high-growth environment. What You’ll Get Opportunity to build something from the ground up Leadership role in a rapidly growing company, reporting to our own Call Center Founder & Chief Executive- including leadership mentor opportunities and a fast- career growth path; learn from the best in the industry. Ability to shape best-in-class PI intake operations Performance-based bonuses tied to team success Clear path for career growth as the organization scales Uncapped Bonuses PTO Health Insurance 401K Paid Training Remote Work Environment Company-Supplied Computer Growth Opportunities MUST RESIDE IN UNITIED STATES Benefits: 401(k) Dental insurance Flexible schedule Health insurance Opportunities for advancement Paid time off Vision insurance Work from home Work Location: Remote

Created: 2026-03-10