The Head of Intake is responsible for leading the intake function while remaining actively involved in handling prospective client calls. This role owns intake quality, team training, escalations, scripts, follow-up standards, and performance tracking.

The primary objective is to ensure that every qualified lead receives prompt, professional, and consistent attention while improving overall conversion and client experience.

Key Responsibilities

Intake Calls

- Handle inbound and outbound prospective client calls.
- Conduct detailed intake interviews and gather all necessary case information.
- Qualify potential matters based on established criteria.
- Follow up with prospective clients who have not yet retained the firm.
- Assist with high-value, complex, sensitive, or difficult calls.
- Step in when additional call coverage is needed.
- Ensure urgent matters are promptly escalated.

Team Leadership and Training

- Train and onboard Intake Specialists.
- Provide ongoing coaching and performance feedback.
- Conduct call reviews and quality assurance.
- Facilitate role-playing and call simulations.
- Identify areas where team members need additional development.
- Maintain and improve intake training materials and procedures.
- Ensure the team follows consistent intake and follow-up standards.

Scripts and Communication Standards

Develop, maintain, and improve scripts for:

- Initial inbound calls
- Outbound follow-up
- Missed calls
- Voicemail
- Text messages
- Client sign-up conversations
- Disqualified leads
- Referral situations

Scripts should serve as frameworks rather than rigid language and should continuously improve based on vigente call performance and conversion data.

Escalations

Serve as the primary intake escalation point for:

- Prospective clients hesitant to move forward
- Difficult or upset callers
- Complicated liability situations
- Insurance or coverage concerns
- Serious injuries
- Multiple-party matters
- Unusual case circumstances
- Matters where the Intake Specialist is uncertain how to proceed





Escalate matters requiring legal judgment to the appropriate attorney.

KPI Management and Reporting

Track and evaluate key intake performance indicators, including:

- Speed to answer
- Missed call rate
- Speed to leadContact rate
- Intake completion rate
- Qualification rate
- Sign-up rate
- Overall conversion rate
- Follow-up conversion rate
- Conversion by lead source
- Individual Intake Specialist performance
- Lost lead reasons
- Follow-up compliance
- Call quality scores

Regularly review performance trends and identify opportunities to improve conversion, responsiveness, training, and lead handling.

Quality Assurance

- Review recorded calls and intake records.
- Ensure accurate and complete documentation.
- Identify missed opportunities and breakdowns in the intake process.
- Provide actionable coaching based on call performance.
- Monitor adherence to intake procedures and follow-up expectations.

Process Improvement

- Identify weaknesses in intake workflows.
- Recommend improvements to CRM processes and lead routing.
- Improve follow-up systems and communication templates.
- Work with operations, marketing, and technology teams to address lead quality and intake issues.
- Develop processes that reduce missed opportunities and improve consistency.

Performance Expectations

The Head of Intake is expected to ensure that:

- Every viable lead is handled promptly.
- Missed calls and unresponsive leads receive appropriate follow-up.
- Intake Specialists follow consistent qualification and documentation standards.
- Prospective clients receive a professional and empathetic experience.
- High-potential leads receive additional attention when necessary.
- Intake performance is measurable and regularly reviewed.
- Training is continuous and based on real performance data.
- Lost opportunities are analyzed so recurring problems can be corrected.

Role Profile

This is a hands-on leadership role rather than a purely managerial position. The Head of Intake is expected to lead the team, improve systems, monitor performance, and personally handle calls when needed.

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📌 Head of Intake (México)
🏢 AnsweringCases
📍 México