Job description
NeoWork is looking for a detail-oriented and empathetic Legal Intake & Client Communications Specialist to support a fast-paced law firm in the personal injury and mass tort space.
This role serves as the first point of contact for new leads, existing clients, and medical providers. It combines high-empathy client communication with a consultative intake and conversion approach. You will guide callers through the intake process, qualify cases accurately, secure completed intakes and signed engagements, and ensure all information is properly documented in the firm’s systems.
The ideal candidate is comfortable handling a high volume of calls, managing sensitive situations, and following structured intake scripts while maintaining professionalism, accuracy, and urgency.
Responsibilities
Handle inbound calls from new leads, referrals, and active clients
Conduct outbound follow-ups via phone, SMS, and email (daily for up to 14 days)
Qualify personal injury and mass tort cases based on defined criteria
Guide qualified callers through next steps and secure completed intake and signed engagement
Coordinate and confirm e-signatures and required documentation
Warm transfer qualified cases to attorneys or intake managers
Provide status updates to clients and respond to inquiries professionally
Escalate urgent situations related to injuries, medical needs, or legal deadlines
Maintain accurate and detailed case notes in FileVine or CRM systems
Support surge intake needs during mass tort campaigns
Strong spoken English and clear, professional written communication
Prior experience in legal intake, personal injury, mass tort, healthcare intake, insurance claims, or regulated contact centers
Comfort with consultative and persuasive conversations, including closing for next steps or signatures
Ability to handle distressed or urgent callers with emotional control and empathy
High attention to detail and strict adherence to intake scripts and qualification criteria
Experience working with CRM systems, legal case management tools, or similar platforms
Ability to perform well in a fast-paced, high-volume environment
We offer health insurance for contractors
Holiday Extra Pay
The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client’s needs.
This is a 100% home-based position
We prioritize the mental health of our team members and offer mental health days to support their well-being.
In addition to the base salary, performance-based incentives are provided.
There is an annual review and appraisal process in place.
There are ample opportunities for professional growth and advancement within the company.
