Intake Manager (Personal Injury)

Are you ready to lead and transform the intake operations of a top-tier personal injury law firm?

Do you have the strategic vision to elevate client engagement and drive growth through exceptional intake processes?

Can you manage and inspire a team, ensuring every potential client receives the highest level of care and professionalism?

Are you passionate about analytics and process optimization to enhance firm success and client satisfaction?

Final question: When faced with a challenge, do you get excited or run away?

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Cowen Rodriguez Peacock is a distinguished law firm based in San Antonio, Texas, renowned for its unwavering commitment to justice and exceptional client service. Founded by Michael Cowen, Sonia Rodriguez, and Malorie Peacock, the firm has built a stellar reputation in personal injury litigation, consistently achieving outstanding results for clients across Texas.

Specializing in complex cases, including truck and commercial vehicle accidents and catastrophic injuries, Cowen Rodriguez Peacock combines deep legal expertise with strategic insight. The firm is recognized for its innovative approach to litigation, embodying a culture of continuous improvement and client-first service that has resulted in significant settlements and verdicts, including multi-million-dollar outcomes for wrongful death and personal injury cases.

The Intake Manager at Cowen Rodriguez Peacock is a newly established leadership role, developed to centralize and enhance the firm’s intake processes. This critical position exists to streamline client acquisition and intake efficiency, directly contributing to the firm's growth and reputation. As an Intake Manager, you will play a pivotal role in supporting the firm’s mission to deliver exceptional legal services by ensuring a seamless, client-focused experience from the first point of contact.

What you’ll do:

• Leadership: Oversee the entire intake function, managing staff responsible for both direct and referred cases.
• Team Management: Coach and develop intake team members in empathy, consultative client engagement, accurate data capture, scheduling, PTO coordination, performance management, and future hiring as the department grows.
• Process Optimization: Design and implement scalable intake processes that improve efficiency, increase capacity, and support approximately 20% additional case volume over time.
• Performance Metrics: Establish and monitor KPIs to ensure high conversion rates and operational consistency.
• Vendor Oversight: Manage lead-generation vendors and the answering service, monitor lead quality, push back on poor leads, request credits when appropriate, and hold vendors accountable to performance expectations.
• Data Analysis: Analyze intake performance data to produce insights and recommendations for continuous improvement.
• Training: Develop and implement onboarding and training programs for future intake hires.
• Operational Management: Ensure prompt response and coverage, optimizing the workflow between intake and legal teams.

What we’re looking for:         

• Intake Experience: Proven expertise in personal injury intake management with a strong understanding of client conversion tactics.
• Leadership Skills: Demonstrated ability to manage and develop teams, with experience in operational oversight and process improvement.
• Analytical Capability: Skilled in data analysis and KPI development, using insights to drive strategic decisions.
• Systems Proficiency: Comfortable using Lead Docket, Filevine, or similar systems to manage scripts, data capture, intake workflows, reporting, and handoffs.
• Vendor Management: Confident in managing external vendors, negotiating agreements, and ensuring service quality.
• Ethical Alignment: High integrity and ethics that align with the firm’s values, ensuring client trust and satisfaction.
• Preferred Background: Experience in personal injury law or professional services with a focus on process and operational leadership.
• Communication Skills: Excellent verbal and written communication, capable of training staff and engaging with clients effectively.

Why you should work here: 

• Impactful Role: Lead a vital function that significantly influences the firm’s growth and client experience.
• Autonomy: Enjoy the freedom to innovate and establish efficient processes within a supportive environment.
• Direct Leadership Collaboration: Work closely with the Chief Operations Officer and firm leadership.
• Growth Potential: Play a key role in a phase of substantial growth, with opportunities to advance and expand the team’s capabilities.

Additional perks:

• On-Site Position: Full in-office work environment fostering team collaboration and direct engagement.
• Competitive Compensation: Base salary will be tailored to experience, with performance-based incentives.
• Bonus Structure: Strong team-centric bonuses aligned with KPI achievements and intake performance.
• Benefits: Details will be discussed during the interview process.

This role at Cowen Rodriguez Peacock offers an exciting opportunity for a dynamic and strategic leader to shape and elevate the firm's client engagement and intake processes. If you are passionate about delivering exceptional client experiences and driving operational excellence, we invite you to apply and join our mission to provide exceptional legal services to the community.