Bilingual Intake Consultant

Whitley Law Firm is looking for an experienced Intake Consultant to join our Intake team. Employees at Whitley Law Firm share a mission of obtaining the best results for our deserving clients.

Job Summary : The Intake Consultant fills an essential role by serving as one of the initial points of contact for the firm. This role demonstrates excellent communication skills, a compassionate attitude, and the ability to handle sensitive information with discretion as they evaluate any new calls and contacts from prospective clients. The intake consultant gathers complete case and client information to be able to screen, evaluate, and provide feedback to the client on case eligibility.

Anticipated Schedule : Monday - Wednesday 12 : 00pm - 8 : 00pm | Thursday & Friday OFF | Saturday & Sunday 9 : 00am - 6 : 00pm

Duties / Responsibilities :

Promptly handle all incoming leads with empathy and professionalism to determine eligibility

Stay up to date and possess knowledge of the firm's areas of practice with a clear understanding of the eligibility criteria for all case types

Obtain complete and accurate intakes for all qualifying leads, including but not limited to contact information, photos, documents,

Maintain and update notes for all lead interactions with rationale behind each entry or status change

Respond to prospective client messages and emails in a timely manner

Work effectively as a member of a team, with a client satisfaction approach to ensure monthly goals are met

Independently handle communication with callers and government agencies to request and obtain necessary information

Appropriately document notes and lead status changes within the Case Management System

Provide alternate resources to leads not eligible for our services

Required Skills / Abilities :

Must be fluent in English and Spanish.

Must possess excellent listening and customer service skills with a high-level of empathy

Strong written and verbal communication skills

Strong critical thinking and analytical skills with acute attention to detail and a high degree of accuracy in work

Ability to effectively collaborate and communicate within a team

Demonstrated ability multi-task and manage time effectively in order to assist multiple clients, document information regarding client needs, ask thorough questions for potential clients, and perform various administrative tasks simultaneously

Preferred experience with Lead Docket, GrowPath, Filevine, or similar Case Management Systems

Experience in data entry and record keeping required

Ability to handle sensitive information with discretion

Proficiency with computer systems and software applications used for data entry, client management, and reporting

Must be able to exhibit patience and compassion through verbal and written communications

Education and Experience :

High school diploma or equivalent required

Must have at least 1 year of experience in a direct customer service role

Minimum of 1-2 years of experience in medical, legal, or other client intake role

Experience working in a law firm within an intake capacity is preferred.

Physical Demands :

Must be able to remain in a stationary position for long periods of time.

Often operates a computer, telephone, and other office equipment

Frequently uses or exchanges verbal or written communications with clients and must be able to deliver or receive accurate information in these situations.

Work Environment : Hybrid-Remote after 30 days training. Occasional travel will be required to office for in-person training, company-wide events / celebrations, and meeting requirements. Applicant must permanently reside and be located within a 50-mile radius of main office located in Raleigh, NC.

Additional Requirements : Must have access to safe and secure internet with a minimum of internet speed of 100 MBPS. Must have a dedicated work environment that is quiet and free from distractions.

Benefits :

401(k) Retirement Plan eligibility + 401(k) Employer Contribution after 6 months

Medical, Dental, Vision Insurance + Employer contribution

Company Paid Life Insurance and Short-Term Disability (STD)

Paid Time Off (PTO) + 11 Company Paid Holidays

Parental Leave

Company Equipment including headset, laptop, and monitor will be provided.

Similar roles may include : Healthcare Intake Coordinator, Patient Service Representative, Case Manager, Admissions Coordinator, Client Service Specialist, Legal Intake Specialist, Claims Intake Specialist, Insurance Adjuster Assistant, and Customer Service Coordinator

Flexible work from home options available.

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