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Intake Manager

1 month ago

Lafayette, United States Laborde Earles Full time

Grow with us We are featured in Inc. Magazine's prestigious 2023 Inc. 5,000 Fastest-Growing Private Companies List and are the 25th fastest-growing private company in the entire state of Louisiana

Do you find satisfaction in helping people and making a difference in their lives and the lives of their communities? Laborde Earles is committed to providing quality representation to our clients and being fully attentive to their needs, which starts by providing the same favorable environment for our team members. Join us in standing up for our clients, with our community, by our work, and beside each other

The Opportunity

Expanding Personal Injury Law Firm has an immediate opening for an Intake Manager.

We are seeking a dedicated Intake Manager to provide day-to-day support to our intake and investigator department ensuring efficient workflow and productivity. This is an ideal position for a personable and empathetic individual with the ability to communicate effectively and connect with people from diverse backgrounds. The role demands strong interpersonal skills, showcasing professionalism, confidentiality, and integrity at all times. Success in this role will also require exceptional emotional intelligence and the ability to exercise independent judgement. As an Intake Manager, you must manage the performance and training process of all department members with the support of the Intake Attorney and Leadership team. We are looking for someone who is proactive and motivating to hold our team accountable while boosting morale and performance simultaneously.

  1. Accountable to ensure efficient workflow and productivity of intake department operations
    • Identify, assess, inform of and remedy any internal and external issues that affect the day-to-day operation of the intake department
    • Make suggestions to Legal Operations Director regarding additions, revisions, or new development of:
      • Forms, Documents, and Templates
      • Case Management System (Litify)
    • Update paper/electronic/DocuSign versions of intake documents when edits are made
    • Ensure all leads from various lead sources have properly been entered into Litify as "Intakes"
    • Daily review of the following status categories to make sure leads are converted to sign-ups and cases we decided to reject are notified quickly:
      • Open
      • Working
      • Under Review
      • Contract Sent
      • Contract Signed
      • Chase
    • Ensure all sign-ups are converted into matters as quickly, accurately, and thoughtfully as possible
    • Administering/Scheduling of attorneys and investigators for evening and weekend "On-Call"
    • Scheduling of Investigator Staff for sign-ups/medical transports/court filings
    • Ensure all offices are always fully stocked with intake packets
    • Update intake department training guide as needed
    • Ensure intake department is providing excellent service at all times to prospective clients
    • Field and review incoming leads and assist in appropriate case designation of:
      • Sign-up
      • Refer out
      • Disengage
    • Assist the intake department team members with all questions regarding case sign up qualifications
  2. Accountable to supervise, review performance, and meet weekly with all intake specialists/investigators and coach them on their goals, KPIs, and objectives
    • Manage and approve time off requests across the department
    • Training of new Intake Specialists and Investigators
    • Review intake specialist performance by examining:
      • Intake dashboards
      • Reports
      • Intake specialist KPIs
      • Phone call recordings
      • Entered intake data for content, format and completeness
    • Review investigator performance by examining:
      • Feedback from prospective clients
      • Intake packet/document collection completeness and accuracy
      • Completion of sign-ups in a prompt, courteous and thorough manner
    • Host weekly department wide team meetings
    • Host weekly one on one meeting with each individual intake specialists/investigator to discuss any ideas/issues/concerns and review objectives, desired outcomes and KPIs.
  3. Accountable to assist Intake Attorney, Intake Specialists, and Investigators as needed
    • Willingness to assist team members with:
      • Decision making
      • Research any and all information for the potential client
      • Coverage for phones or completing onsite sign-ups
    • Exhibit initiative:
      • Provide ideas & suggestions for Intake and/or firm
    • Flexibility & acceptance of change:
      • Embrace new processes
      • Exhibiting a positive attitude towards the changes
    • Provide support to the Intake Attorney as necessary
    • Additional responsibilities as assigned by supervisor or executive team


Skills Needed to Win:

  • Display Leadership Qualities: must have a leadership mindset when it comes to working with support staff and attorneys to develop rapport and build successful working relationships; exhibit strong coaching and team building skills
  • Communicate: Excellent communication skills, both verbal and written
  • Be Empathetic: able to deal empathetically with clients who are injured and scared, while still maintaining professionalism. Must be able to work as a team.
  • Present Solutions: able to problem solve, follow instructions, be creative, use discretion, ask questions when necessary and be detail oriented
  • Be Honorable: able to act with integrity, professionalism, and confidentiality and display good judgement
  • Strategize: able to organize and prioritize your work and the work of the entire team effectively and efficiently
Preferred Education & Experience:
  • College degree
  • 3+ years in a leadership role directly managing a team
  • 3+ years in customer service role
  • 3+ years call center experience
  • Previous experience within legal, medical, or insurance industry
  • Proficient in data entry and management
  • High level of data literacy- able to read, understand, create, & communicate data
Physical Requirements:
  • Prolonged periods sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times
  • Must be able to operate basic office equipment
  • Occasional local travel and to other LE office locations
The Perks of Being Part of Our Laborde Earles Community:
  • Optional companywide events allowing you to play as hard as you work, such as Crawfish Boils, Christmas parties, Retreats, and more
  • Work-life balance is encouraged as we consider 36.5 hours your full-time requirement and we rarely exceed a 40-hour workweek. We prefer you work to live, not live to work.
  • We celebrate life's little (& big) moments with you from birthdays & work anniversaries to marriages and births, as well as, support you when the going gets tough from procedures/hospitalizations to loss of a loved one.
  • Collaboration and team member rapport is cheered and emboldened.
  • We offer many competitive benefits upon eligibility waiting periods:
    • Company-paid Short-term disability & Life/AD&D
    • Health, vision, dental, long-term disability, critical illness, and additional life insurance policies upon eligibility waiting periods
    • 401(k) and profit sharing options upon eligibility waiting periods
    • PTO, paid holidays (10), and paid maternity leave
    • Health Savings Account (HSA), Flexible Spending Accounts (FSA), including dependent care
    • Employee Assistance Program (EAP)

Who We Are

We are a team and community-oriented personal injury law firm dedicated to winning for our clients who have had their lives turned upside down from injuries through no fault of their own. With multiple offices across Louisiana, we focus on ensuring people get maximum monetary compensation for various types of personal injuries or loss of a loved one from incidents like car wrecks, truck accidents, offshore, and workplace injuries. Our founders joined forces to build the premier law firm in Louisiana. With over 250 years of combined experience, our attorneys have earned a powerful reputation and have been nationally recognized as top trial lawyers. As a dedicated and high-performing team, we pride ourselves in our core values: All In, Work Hard, Play Hard, Honorable, Cutting Edge, Community, and Winners, Not Whiners. With all the proper tools in place, our mission is to stand up for our clients, stand with our community, stand by our work, and stand beside each other. You may begin your journey with Laborde Earles for many different reasons, but you stay for the team.