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Legal Intake Supervisor

Burnett Specialists
  • Houston, TX
  • $80,000 Per Year
  • Quick Apply
30+ days ago

Job Description


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
HOUNW35

#ZR
 

Numbers & Facts

LocationHouston, TX

Skills

  • Artificial Intelligence (AI)unmatched
  • CASE (Computer-Aided Software Engineering)unmatched
  • Case Managementunmatched
  • Coachingunmatched
  • Communication Skillsunmatched
  • Cross-Functionalunmatched
  • Customer Escalationsunmatched
  • Customer Experienceunmatched
  • Customer Relationsunmatched
  • Customer Relationship Management (CRM)unmatched
  • Customer Satisfactionunmatched
  • Customer Support/Serviceunmatched
  • Distribution Managementunmatched
  • Documentationunmatched
  • English Languageunmatched
  • Leadershipunmatched
  • Legalunmatched
  • Maintain Complianceunmatched
  • Marketingunmatched
  • Multilingualunmatched
  • Onboardingunmatched
  • Operational Improvementunmatched
  • Operational Strategyunmatched
  • Operations Managementunmatched
  • Operations Processesunmatched
  • Organizational Skillsunmatched
  • Performance Analysisunmatched
  • Performance Managementunmatched
  • Performance Metricsunmatched
  • Performance Reviewsunmatched
  • Personal Injuryunmatched
  • Problem Solving Skillsunmatched
  • Process Developmentunmatched
  • Process Improvementunmatched
  • Quality Controlunmatched
  • Quality Managementunmatched
  • Quality Metricsunmatched
  • Quality Monitoringunmatched
  • Regulatory Complianceunmatched
  • Reporting Skillsunmatched
  • Sales Prospectingunmatched
  • Spanish Languageunmatched
  • Staff Developmentunmatched
  • Team Buildingunmatched
  • Team Lead/Managerunmatched
  • Team Playerunmatched
  • Time Managementunmatched
  • Training/Teachingunmatched
  • Website Conversionunmatched
  • Workforce Planningunmatched

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