Prestige Business Services LLC · 1 month ago
Intake Manager
Southfield, Michigan, United States
Full-time
Onsite
Mid, Senior Level
3+ years expPrestige Business Services LLC is seeking a strategic and high-performing Intake Manager to lead their law firm's intake department. The Intake Manager will oversee a team of intake specialists, manage incoming inquiries, and make critical decisions on case representation.
Human Resources
Responsibilities
Lead, train, and manage the entire intake department, including intake specialists and front-desk staff
Review and evaluate qualified leads escalated by the intake team for legal viability and alignment with firm goals
Make final determinations to sign or refer out cases, and assign accepted cases to the appropriate internal attorney
Maintain and monitor real-time intake data using the NEOS dashboard to ensure lead flow, response time, and case progression meet firm standards
Manage and track case referrals to outside partner firms, ensuring follow-through and documentation
Monitor and manage after-hours lead activity, including coordinating off-hours coverage and responding to time-sensitive matters
Develop intake scripts, workflows, and performance metrics to improve team efficiency and conversion rates
Collaborate with firm leadership and marketing to provide feedback on lead quality and pipeline trends
Serve as the main point of contact for all escalated intake matters
Qualification
Required
Strong legal judgment
People management experience
Ability to monitor real-time case flow through case management dashboard
Lead, train, and manage the entire intake department, including intake specialists and front-desk staff
Review and evaluate qualified leads escalated by the intake team for legal viability and alignment with firm goals
Make final determinations to sign or refer out cases, and assign accepted cases to the appropriate internal attorney
Maintain and monitor real-time intake data using the NEOS dashboard to ensure lead flow, response time, and case progression meet firm standards
Manage and track case referrals to outside partner firms, ensuring follow-through and documentation
Monitor and manage after-hours lead activity, including coordinating off-hours coverage and responding to time-sensitive matters
Develop intake scripts, workflows, and performance metrics to improve team efficiency and conversion rates
Collaborate with firm leadership and marketing to provide feedback on lead quality and pipeline trends
Serve as the main point of contact for all escalated intake matters
Demonstrated ability to evaluate legal claims and triage effectively
Tech-savvy and proficient in case management systems, especially NEOS
Strong leadership, training, and communication skills
Highly organized with excellent follow-through and judgment
Available to support after-hours lead flow, including weekends or evenings as needed
Preferred
Licensed attorney preferred, or J.D. with legal experience in plaintiff personal injury and related fields
3-5+ years of intake management, lead conversion, or legal operations experience, preferred but not required
Previous experience managing high-volume client-facing teams or call center environments preferred but not required
Benefits
Health, dental, and vision insurance
Paid time off and holiday pay
Opportunities for professional development
Collaborative and mission-driven work environment
Company
Prestige Business Services LLC
At Prestige Business Services, LLC, our values guide everything we do—how we show up for our clients, how we treat our candidates, and how we hold ourselves accountable.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase