Head of Intake & Evaluation

Head of Intake & Evaluation

About Us

We are a dynamic personal injury law firm experiencing rapid growth, with locations throughout the United States. Our commitment lies in advocating for accident victims with the utmost professionalism and respect. Our team is genuinely invested in the well-being of those who seek our assistance, striving to achieve the best possible outcomes for them.

Our branch in the Pacific Northwest, based in Seattle, WA, is in search of a Head of Intake & Evaluation. This role will oversee the teams responsible for crafting a client's initial experience with our firm. Reporting initially to executive leadership, you will manage the client's first 90 days—from the moment they reach out to us, through the signing of contracts, early case investigations, and a smooth transition to our pre-litigation or litigation teams. You will lead a dedicated group of approximately 25 individuals from our customer service, sales, and legal teams, all committed to supporting clients throughout their recovery journeys.

Who We Seek

We are in search of a leader who views intake and evaluation as a vital revenue-generating operation that hinges on delivering an exceptional customer experience.

The initial 90 days of a client's journey are crucial in determining whether they will become a long-term client. We desire someone who is deeply invested in the customer experience and recognizes the significance of understanding both the challenges and benefits from the client's viewpoint. This role requires the ability to assess the team's processes both quantitatively and qualitatively to drive improvement initiatives. Regular, data-driven evaluations of our cases during their first 90 days will ensure that the firm allocates resources effectively and fulfills our commitment to clients.

The ideal candidate will be equally adept at analyzing data and guiding a team member through challenging client interactions. Above all, they will lead with both warmth and urgency, as this position impacts every new client that the firm engages.

Key Responsibilities

• Integrate and lead three interconnected teams—front-end, intake, and case evaluation—into a cohesive client experience.
• Manage the entire intake process, including response time standards, follow-up protocols, template quality, and the overall client onboarding experience.
• Supervise the front-end team responsible for handling incoming communications, responding to prospective client inquiries, opening case files, and initiating insurance claims.
• Direct the evaluation team that investigates signed cases, collects initial evidence, coordinates early medical care for clients, and oversees initial case administration and billing.
• Ensure that cases progress through evaluation swiftly and with complete, accurate information, while clearly communicating next steps to clients.
• Facilitate a smooth and well-documented transition of each case to the legal teams.
• Lead, mentor, and develop a team of around 25 individuals, including three direct reports who are managers of this group.
• Continuously monitor and enhance key performance metrics, such as lead response times, time-to-sign, cycle times, and client retention during the first 90 days.
• Collaborate closely with firm leadership and legal departments to maintain a productive pipeline while ensuring that appropriate cases progress.

Essential Skills

• Proficiency with data—identifying where leads may stall, where cases may encounter delays, and where the client experience may falter, followed by taking appropriate action.
• Strong leadership abilities—coaching teams through challenging client interactions while maintaining consistently high standards.
• Exceptional communication skills—setting clear expectations with clients during stressful and critical moments in their lives.
• Effective priority management—adapting to rapidly changing priorities across multiple teams and independently identifying the most impactful tasks.

Experience and Qualifications

• Proven experience managing teams of 15 or more in a high-volume intake or client services setting (required).
• A background that combines operations with sales or client acquisition experience (required).
• A track record of building or enhancing intake systems, with measurable conversion or retention outcomes (preferred).
• Experience in legal operations (preferred).

Compensation and Benefits

• Salary range: $100,000–$115,000 (depending on experience) plus a bonus structure.
• 401(k) plan with 4% matching after one year of employment.
• Comprehensive health, vision, and dental coverage fully paid by the employer (with additional options available).
• Three weeks of paid time off in the first year, transitioning to uncapped PTO in the fourth year.
• Employee Assistance Program.
• Commuter/Metro Card Program.