Personal Injury Intake Specialist (Remote, Spanish-speaking)

About the role

HireHawk connects professionals with remote opportunities at U.S. and Canadian companies. This full-time remote position supports a U.S.-focused personal injury legal team, acting as the first point of contact for prospective clients after an accident, injury or difficult situation. It is a high-volume role where speed and empathy matter, with potentially Monday-to-Sunday coverage and assigned schedules that may include weekends.

Key responsibilities

• Serve as first point of contact for clients reaching the firm by inbound calls, online inquiries and referrals.
• Screen cases for motor vehicle accidents, rideshare accidents, premises liability, slip-and-fall, dog bites and elder abuse or neglect matters.
• Gather incident details, injuries, medical treatment, potential liability, insurance coverage and other information needed for evaluation.
• Identify urgent, complex or high-value matters and escalate them to the appropriate legal team members.
• Build rapport, explain the intake process empathetically and handle sensitive situations.
• Follow up on pending leads, obtain missing information and help qualified prospects move toward engagement.
• Maintain intake records, call logs and case notes in Litify, and coordinate handoffs to attorneys, case managers and investigators.
• Protect confidential client information and contribute to team goals on responsiveness, documentation accuracy and conversion.

Required profile

• 1-3 years of experience in personal injury intake, legal intake or a comparable high-volume client intake environment.
• Working knowledge of U.S. plaintiff-side personal injury matters (auto accidents, premises liability, slip-and-fall, dog bites).
• Professional proficiency in English and Spanish, able to hold sensitive client conversations in both languages.
• Ability to conduct structured intake interviews, ask effective follow-up questions and document injuries, treatment, liability and insurance accurately.
• Experience handling a high volume of inbound inquiries and timely follow-up.
• Availability for an assigned Pacific Time schedule, including possible weekend shifts.

Nice to have

• Experience with Litify, Filevine, PracticePanther or a comparable legal case management platform.
• Previous experience supporting a California-based personal injury law firm.
• Familiarity with lead conversion, intake KPIs and HIPAA or California privacy requirements.