An intake specialist holds a crucial position within a law firm, often serving as the initial point of contact for potential clients. This article aims to delve into the key responsibilities of a legal intake specialist, explaining their role in client greeting, information collection, directing clients, providing forms, appointment scheduling, answering questions, and handling follow-up calls.
#1 Greeting Clients
The first and foremost responsibility of an intake specialist is to greet potential and existing clients. As individuals seeking legal services often find themselves in distressing situations, an intake specialist’s friendly and reassuring approach can provide them with a sense of comfort. In today’s automated world, the presence of a real human voice on the other end of the line can be a turning point in converting potential clients into paying customers. Therefore, it is the duty of an intake specialist to fulfill this role and make a positive impact on the customer experience.
#2 Collecting and Recording Information
Once the initial greeting is complete, intake specialists immediately move on to their next critical task: collecting essential information. These specialists record vital details, including the reason for the call, specifics about ongoing or potential cases, inquiries regarding the legal process, the caller’s contact information, and their availability for an attorney appointment. Accurate data collection is paramount, as the recorded information assists attorneys in the decision-making process when considering taking on a client’s case. Intake specialists play a vital role in ensuring that all the necessary details are accurately recorded for future reference.
#3 Directing Clients to Appropriate Departments
While collecting information from clients, intake specialists attentively listen to their needs and work to determine the most suitable department to address their concerns. Depending on the nature of the inquiry, they may direct callers to the attorney assigned to their case, a legal assistant knowledgeable about case procedures, the billing department, or a customer service specialist. In situations where the firm is closed, intake specialists inform the appropriate person or department, ensuring that callers receive a response once business hours resume.
#4 Providing Forms
Legal intake specialists also handle various tasks related to forms. Some of their responsibilities in this regard include distributing forms to clients or directing them to online platforms, assisting with form completion inquiries, collecting completed forms, ensuring the accuracy of client forms, and confirming signatures. By assuming these basic form-related responsibilities, legal intake specialists alleviate the workload of busy employees such as legal assistants, paralegals, and attorneys, thereby ensuring the smooth progress of cases.
#5 Setting Appointments
Appointment scheduling stands as one of the most significant roles of a legal intake specialist. Intake specialists inquire about callers’ availability and consult the calendars of legal staff to set appointments at convenient times. Additionally, they provide the option of virtual or in-person meetings. According to a 2021 study, 67% of potential clients prefer law firms that offer both alternatives. Intake specialists explain these options to clients, assisting them in making an informed decision. If the firm employs a virtual appointment-setting tool, specialists guide clients through the scheduling process by directing them to the online platform.
#6 Answering Questions
In addition to performing the aforementioned tasks, legal intake specialists also address common client questions. While they cannot provide legal advice, they can offer responses to frequently asked questions. For example, they may address queries regarding the expected duration of a case, the estimated cost, methods of communication with attorneys, confidentiality procedures, and which specific forms clients need to complete. These questions can be handled via phone calls, but intake specialists may also utilize alternative channels such as live chat, email, or SMS text messaging. Texting has emerged as an effective means for law firms to streamline communications with both new and existing clients.
#7 Fielding Follow-Up Calls
Intake specialists also handle follow-up calls and interact with clients via alternative channels. To provide thorough support for such inquiries, specialists consult client files, ensuring accurate responses by reviewing records from previous calls. Taking accurate and well-organized notes during the initial call allows intake specialists to easily address future inquiries and provide the necessary support.
Trust Alert’s 24/7/365 Intake Services
Legal intake specialists play a vital role in the success of every law firm. They perform critical tasks during client interactions and can significantly impact the retention process. If you’re looking to expand your firm, consider partnering with Alert for their 24/7/365 intake services. Their call centers are staffed with knowledgeable intake specialists who can assist your clients at any time and from anywhere. With Alert’s law firm answering service, your firm can receive dedicated client support even outside of regular business hours, ensuring seamless operations.
- Indeed. “What is an Intake Specialist?”. Garrity Traina
- Above the Law. “2021 Legal Trends Report Confirms that Remote Work Will Be With Us From Now On.” Garrity Traina