- Employment Type: Full-Time Contractor
- Workplace: Remote
- Compensation: USD $1,000 - $1,300 / month
- Schedule: Potentially Monday–Sunday coverage, with assigned schedules that may include weekends.
About Us
HireHawk connects skilled professionals around the world with meaningful remote opportunities at U.S. and Canadian companies. We believe exceptional talent can come from anywhere, and we focus on creating clear expectations, strong team support, and opportunities for professionals to grow while working with high-performing international teams.
For this opportunity, you will support a U.S.-focused personal injury legal team where responsive communication, accurate case screening, and thoughtful client care directly influence whether prospective clients receive the legal help they need.
About the Role
As a Personal Injury Intake Specialist, you will be one of the first people prospective clients speak with after an accident, injury, or difficult personal situation. You will evaluate potential personal injury matters, gather the facts attorneys need to assess each case, and help qualified prospects move smoothly through the intake process.
This is a high-volume role where both speed and empathy matter. You will have clear intake procedures to follow while using your judgment to recognize urgent, complex, or potentially high-value matters that require escalation.
You will work closely with attorneys, case managers, investigators, and other intake professionals while managing your own leads, follow-ups, and documentation. The role is especially well suited to someone who already understands plaintiff-side personal injury intake and wants greater ownership of the prospective-client experience.
Responsibilities
- Serve as a trusted first point of contact for prospective clients reaching the firm through inbound calls, online inquiries, and referrals.
- Conduct structured case screenings for motor vehicle accidents, rideshare accidents, premises liability, slip-and-fall incidents, dog bites, and elder abuse or neglect matters.
- Build a complete initial case picture by gathering incident details, injuries, medical treatment, potential liability, insurance coverage, and other information needed for evaluation.
- Apply established intake criteria to identify potentially viable, high-value, urgent, or complex matters and escalate them to the appropriate legal team members.
- Build rapport with prospective clients, communicate with empathy, and explain the intake process clearly during conversations that may involve sensitive or stressful circumstances.
- Own follow-up with pending leads, obtain missing information, and help qualified prospects progress toward engagement with the firm.
- Maintain accurate intake records, call logs, case notes, and follow-up activity in Litify while ensuring information is complete and current.
- Coordinate efficient handoffs to attorneys, case managers, investigators, and other internal teams so qualified cases can move forward without unnecessary delays.
- Protect confidential client information by following established privacy, documentation, and escalation procedures.
- Contribute to intake team goals around responsiveness, documentation accuracy, follow-up completion, and prospective-client conversion.
Requirements
Must-Have:
- 1-3 years of experience in personal injury intake, legal intake, or a comparable high-volume client intake environment, including direct personal injury intake experience.
- Working knowledge of U.S. plaintiff-side personal injury matters, including auto accidents, premises liability, slip-and-fall cases, dog bites, and similar claims.
- Professional proficiency in both English and Spanish, with the ability to conduct sensitive client conversations confidently in both languages.
- Ability to conduct structured intake interviews, ask effective follow-up questions, and accurately document injuries, treatment, liability, insurance, and incident details.
- Experience handling a high volume of inbound inquiries and completing timely follow-up with prospective clients.
- Strong data-entry accuracy, organization, active listening, and professional telephone communication skills.
- Availability to work an assigned Pacific Time schedule, including potential weekend shifts as part of Monday-Sunday coverage.
Nice to Have:
- Experience using Litify, Filevine, PracticePanther, or a comparable legal case management platform; direct Litify experience is especially valuable.
- Previous experience supporting a California-based personal injury law firm.
- Familiarity with lead conversion, signed-client acquisition, and intake KPIs such as response time, follow-up completion, accuracy, and conversion.
- Experience recognizing potentially high-value or time-sensitive personal injury matters for attorney review.
- Legal studies, related legal training, or familiarity with HIPAA and California privacy requirements.