Legal Intake Supervisor

We are partnering with a well-established, mid-sized Houston personal injury law firm seeking an experienced Intake Operations Supervisor to oversee the team responsible for client intake, claims support, referral coordination, and onboarding. The ideal candidate is approachable, empathetic, tech-savvy, and capable of leading a high-performing team in a fast-paced environment.

Intake Operations Supervisor
I-10W & 610 | Direct Hire | Full-Time | 100% In Office
Salary: 80K+

We are partnering with a well-established, mid-sized Houston personal injury law firm seeking an experienced Intake Operations Supervisor to oversee the team responsible for client intake, claims support, referral coordination, and onboarding.
This position plays a critical role in driving operational excellence, team performance, and exceptional client experience. The ideal candidate is approachable, empathetic, tech-savvy, and capable of leading a high-performing team in a fast-paced environment.

Key Responsibilities


Leadership & Team Development

• Supervise, coach, and develop team members responsible for intake, claims support, and referral management.
• Establish performance expectations, productivity goals, and service standards.
• Conduct training, performance reviews, and ongoing employee development.
• Assist with hiring, onboarding, scheduling, and performance management.
• Foster a positive, accountable, and collaborative team environment.

Intake, Claims & Referral Oversight

• Oversee the daily activities of the intake, claims support, and referral teams.
• Monitor the quality and consistency of client consultations, case evaluations, and onboarding activities.
• Ensure prospective clients receive timely, professional, and compassionate service throughout the intake process.
• Review team performance, conversion metrics, and follow-up compliance to identify coaching and development opportunities.
• Assist with escalated client matters and complex case evaluations as needed.
• Partner with team members to improve retention, conversion rates, and overall client experience.
• Ensure accurate documentation and adherence to firm procedures throughout the intake and onboarding process.

Operations & Process Improvement

• Manage workflow distribution and departmental priorities.
• Track key performance indicators including response times, conversion rates, client satisfaction, and referral outcomes.
• Identify process improvement opportunities and implement operational efficiencies.
• Ensure accurate documentation within CRM and case management systems.
• Maintain quality control standards and compliance with firm procedures.

Cross-Functional Collaboration

• Partner closely with attorneys, case management teams, marketing, and firm leadership.
• Provide reporting and insight regarding lead quality, referral performance, and departmental effectiveness.
• Support growth initiatives and workforce planning efforts.

 

 Qualifications

• Experience within a personal injury law firm is required along with client onboarding, and case screening processes.
• Prior supervisory, management, or team lead experience.
• Experience managing KPIs, conversion metrics, and team performance.
• Excellent communication and relationship-building skills.
• Strong organizational and problem-solving abilities.
• Tech-savvy and comfortable utilizing AI tools and case management software.
• Smart Advocate experience preferred.
• Bilingual English/Spanish highly preferred.

 Ideal Candidate

• Approachable, empathetic, and client focused.
• Positive, professional, and highly accountable.
• Strong leadership and coaching abilities.
• Comfortable working in a fast-paced, high-volume environment.
• Stable work history

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