About the job
At NeoWork, we seek a dedicated Legal Intake & Client Communications Specialist who will act as the primary point of contact for new leads, current clients, and medical providers. This position merges empathetic client support with essential sales and retention duties, emphasizing trust-building, efficient intake processing, and confirming signed engagements. It is vital to maintain accuracy, compliance, and thorough documentation, as this role is pivotal in enhancing client experiences and supporting internal legal operations.
Your responsibilities will include managing both inbound and outbound communications, collaborating with attorneys and intake managers, and ensuring that all client data is accurately qualified and documented in our systems. This role perfectly suits individuals who are confident in client interactions, adept at steering conversations toward clear next steps, and possess exceptional attention to detail in regulated environments.
Key Responsibilities:
- Respond to inbound calls from potential leads, referrals, and active clients.
- Conduct outbound follow-ups via phone, SMS, and email for up to 14 days.
- Assess personal injury and mass tort cases against established criteria.
- Guide qualified callers through the intake process and secure completed documentation and signed engagements.
- Coordinate and validate e-signatures and necessary documentation.
- Warm transfer qualified cases to attorneys or intake managers.
- Provide timely status updates to clients and handle inquiries with professionalism.
- Escalate urgent matters concerning injuries, medical requirements, or legal deadlines.
- Maintain accurate and detailed case notes in FileVine or CRM systems.
- Assist with increased intake demands during mass tort campaigns.
Qualifications:
- Excellent spoken English and clear, professional written communication skills.
- Previous experience in legal intake, personal injury, mass tort, healthcare intake, insurance claims, or regulated contact centers.
- Comfortable with consultative and persuasive communication, including closing for next steps or signatures.
- Ability to manage distressed or urgent callers with empathy and emotional control.
- High attention to detail and strict adherence to intake protocols and qualification criteria.
- Experience with CRM systems, legal case management tools, or similar platforms.
- Proven ability to thrive in a fast-paced, high-volume environment.
Benefits:
- Health insurance for contractors.
- Holiday Extra Pay.
- Work hours generally align with standard US business hours, with some flexibility based on client needs.
- This is a fully remote position.
- We prioritize our team members' mental health with dedicated mental health days.
- In addition to a competitive base salary, performance-based incentives are available.
- Annual salary reviews provide opportunities for increases.