Ostroff Godshall Injury and Accident Lawyers
Intake Operations Manager (Legal Intake / Client Intake)
Ostroff Godshall Injury and Accident Lawyers, Whitpain Hills, Pennsylvania, United States
Intake Operations Manager (Legal Intake / Client Intake)
At Ostroff Godshall Injury and Accident Lawyers, the intake experience is often a client’s first moment of hope after an injury. How we listen, how quickly we act, and how well we guide someone in crisis determines whether we can help, and whether they trust us to do so.
This role is ideal for an experienced legal intake manager or client intake leader who understands personal injury intake, conversion optimization, and high-volume inbound client interactions. We are hiring an Intake Operations Manager to lead this critical function with empathy, urgency, and a strong performance mindset.
Key Responsibilities Team Leadership and Coaching
Manage and mentor the legal intake team to ensure consistent and high-quality client interactions.
Conduct weekly call audits, seven per representative, and provide clear coaching based on tone, accuracy, and script adherence.
Run weekly coaching sessions focused on empathy, urgency, screening, and process compliance.
Reinforce expectations around professionalism and timely follow-up.
Oversee scheduling stability for the intake team. This includes ensuring adequate coverage during evenings and weekends when inbound intake volume increases. Some availability outside regular business hours may be required during high-volume periods or urgent situations to ensure responsiveness and continuity of care.
Performance Management and KPI Ownership
Own and actively manage legal intake and conversion KPIs including leads, wanted leads, cases signed, signed percentage, response time, call capture rate, and follow-up compliance.
Maintain and update the Intake Dashboard, ensuring all intake and conversion data is accurate and complete.
Prepare and deliver all weekly and monthly intake reports. This includes creating the monthly PowerPoint presentation used by leadership to review trends, performance, and recommendations.
Analyze intake and conversion trends and identify performance gaps. Implement corrective actions to improve conversion.
Monitor daily intake activity to ensure agreements are sent the same day and accurately documented.
Quality Control and Process Discipline
Ensure accurate lead categorization including Not at Fault, Injured, and Insurance.
Enforce legal intake follow-up rules including required attempts, required number of days, and complete documentation.
Audit intake notes, call summaries, and client communications for quality and consistency.
Ensure compliance with approved legal intake scripts, messaging, and legal-appropriate language.
Maintain strict confidentiality of all client information in compliance with firm policies.
Client Experience
Ensure every potential client receives empathy, clear communication, and confident guidance throughout the legal intake process for clients across Pennsylvania.
Handle complex or sensitive intake calls to model best practices in personal injury intake.
Create consistency across phone, text, email, and web-based intake interactions.
Partner with attorneys to evaluate borderline cases and deliver periodic legal training for the intake team.
Operational Improvement and Technology Ownership
Refine scripts, templates, workflows, and legal intake processes to improve signed percentage and overall efficiency.
Identify bottlenecks and propose solutions that improve consistency and throughput.
Collaborate with Marketing to align intake performance with advertising, lead generation, and conversion strategies.
Own and maintain legal intake workflows in Litify and Zoom. Ensure intake records are created, categorized, followed up, and closed with accuracy within the system.
Authority and Oversight
Provide performance evaluations and collaborate with leadership on hiring decisions, performance improvement plans, and disciplinary actions for intake personnel.
Establish and enforce clear expectations for intake specialists and hold the team accountable for meeting intake performance standards.
Recommend staffing adjustments or process changes to address gaps or inefficiencies.
Referral Management
Help build and maintain referral relationships with other firms
Provide semi-annual case updates to referral partners
Request semi-annual case updates from referral partners
Intake to Legal Team Hand-Off
Ensure the transition from intake to the legal team is timely and well-documented.
Confirm that all necessary intake details, signed agreements, screening information, and notes are complete prior to hand-off.
Serve as the point of accountability for the accuracy and readiness of legal files sent to attorneys.
Identify recurring issues in the hand-off process and propose improvements.
Qualifications
Experience in intake, sales leadership, client service management, or operational management.
Strong coaching and people leadership skills.
Ability to manage KPIs and conversion metrics and make decisions based on data.
Proficiency in Excel and PowerPoint, or willingness to learn quickly.
Excellent verbal and written communication skills.
Ability to balance empathy with urgency and accountability.
Personal injury or legal intake experience preferred but not required.
A JD is welcome but not required.
Experience managing high-volume inbound intake or call‑center‑style environments is a plus.
Ability to learn personal injury intake criteria and legal screening expectations quickly.
Employment is contingent upon successful completion of a background screening consistent with firm policies.
Growth Path, Director of Intake and Client Experience Promotion to Director may occur after the candidate demonstrates the following.
Mastery of intake KPIs and measurable improvements in signed percentage.
Successful execution of weekly, monthly, and quarterly reporting schedules.
Strong leadership and consistent development of the intake team.
Improved follow-up compliance and accurate lead categorization.
Effective contribution to departmental expansion and firm‑wide growth initiatives.
Compensation Structure Compensation includes a competitive base salary plus eligibility for year-end bonuses. Bonus opportunities may be tied to improvements in conversion rates, follow-up compliance, call capture rate, and other intake KPIs that contribute directly to firm growth.
Why Work for Us We offer competitive salaries, potential year-end bonus opportunities, generous time off, flexible scheduling, hybrid work options, 100% employer-paid medical coverage for employees, optional dental and vision coverage, a 401(k) with 3% Safe Harbor contribution, employee appreciation events, onsite fitness center access, and a collaborative, professional, and mission-driven team culture.
EEO Statement Ostroff Godshall is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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This role is ideal for an experienced legal intake manager or client intake leader who understands personal injury intake, conversion optimization, and high-volume inbound client interactions. We are hiring an Intake Operations Manager to lead this critical function with empathy, urgency, and a strong performance mindset.
Key Responsibilities Team Leadership and Coaching
Manage and mentor the legal intake team to ensure consistent and high-quality client interactions.
Conduct weekly call audits, seven per representative, and provide clear coaching based on tone, accuracy, and script adherence.
Run weekly coaching sessions focused on empathy, urgency, screening, and process compliance.
Reinforce expectations around professionalism and timely follow-up.
Oversee scheduling stability for the intake team. This includes ensuring adequate coverage during evenings and weekends when inbound intake volume increases. Some availability outside regular business hours may be required during high-volume periods or urgent situations to ensure responsiveness and continuity of care.
Performance Management and KPI Ownership
Own and actively manage legal intake and conversion KPIs including leads, wanted leads, cases signed, signed percentage, response time, call capture rate, and follow-up compliance.
Maintain and update the Intake Dashboard, ensuring all intake and conversion data is accurate and complete.
Prepare and deliver all weekly and monthly intake reports. This includes creating the monthly PowerPoint presentation used by leadership to review trends, performance, and recommendations.
Analyze intake and conversion trends and identify performance gaps. Implement corrective actions to improve conversion.
Monitor daily intake activity to ensure agreements are sent the same day and accurately documented.
Quality Control and Process Discipline
Ensure accurate lead categorization including Not at Fault, Injured, and Insurance.
Enforce legal intake follow-up rules including required attempts, required number of days, and complete documentation.
Audit intake notes, call summaries, and client communications for quality and consistency.
Ensure compliance with approved legal intake scripts, messaging, and legal-appropriate language.
Maintain strict confidentiality of all client information in compliance with firm policies.
Client Experience
Ensure every potential client receives empathy, clear communication, and confident guidance throughout the legal intake process for clients across Pennsylvania.
Handle complex or sensitive intake calls to model best practices in personal injury intake.
Create consistency across phone, text, email, and web-based intake interactions.
Partner with attorneys to evaluate borderline cases and deliver periodic legal training for the intake team.
Operational Improvement and Technology Ownership
Refine scripts, templates, workflows, and legal intake processes to improve signed percentage and overall efficiency.
Identify bottlenecks and propose solutions that improve consistency and throughput.
Collaborate with Marketing to align intake performance with advertising, lead generation, and conversion strategies.
Own and maintain legal intake workflows in Litify and Zoom. Ensure intake records are created, categorized, followed up, and closed with accuracy within the system.
Authority and Oversight
Provide performance evaluations and collaborate with leadership on hiring decisions, performance improvement plans, and disciplinary actions for intake personnel.
Establish and enforce clear expectations for intake specialists and hold the team accountable for meeting intake performance standards.
Recommend staffing adjustments or process changes to address gaps or inefficiencies.
Referral Management
Help build and maintain referral relationships with other firms
Provide semi-annual case updates to referral partners
Request semi-annual case updates from referral partners
Intake to Legal Team Hand-Off
Ensure the transition from intake to the legal team is timely and well-documented.
Confirm that all necessary intake details, signed agreements, screening information, and notes are complete prior to hand-off.
Serve as the point of accountability for the accuracy and readiness of legal files sent to attorneys.
Identify recurring issues in the hand-off process and propose improvements.
Qualifications
Experience in intake, sales leadership, client service management, or operational management.
Strong coaching and people leadership skills.
Ability to manage KPIs and conversion metrics and make decisions based on data.
Proficiency in Excel and PowerPoint, or willingness to learn quickly.
Excellent verbal and written communication skills.
Ability to balance empathy with urgency and accountability.
Personal injury or legal intake experience preferred but not required.
A JD is welcome but not required.
Experience managing high-volume inbound intake or call‑center‑style environments is a plus.
Ability to learn personal injury intake criteria and legal screening expectations quickly.
Employment is contingent upon successful completion of a background screening consistent with firm policies.
Growth Path, Director of Intake and Client Experience Promotion to Director may occur after the candidate demonstrates the following.
Mastery of intake KPIs and measurable improvements in signed percentage.
Successful execution of weekly, monthly, and quarterly reporting schedules.
Strong leadership and consistent development of the intake team.
Improved follow-up compliance and accurate lead categorization.
Effective contribution to departmental expansion and firm‑wide growth initiatives.
Compensation Structure Compensation includes a competitive base salary plus eligibility for year-end bonuses. Bonus opportunities may be tied to improvements in conversion rates, follow-up compliance, call capture rate, and other intake KPIs that contribute directly to firm growth.
Why Work for Us We offer competitive salaries, potential year-end bonus opportunities, generous time off, flexible scheduling, hybrid work options, 100% employer-paid medical coverage for employees, optional dental and vision coverage, a 401(k) with 3% Safe Harbor contribution, employee appreciation events, onsite fitness center access, and a collaborative, professional, and mission-driven team culture.
EEO Statement Ostroff Godshall is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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