Intake Director

Are you driven to transform client experiences and streamline complex processes in a high-stakes legal environment?

Do you excel at balancing strategic leadership and hands-on management to create impactful change?

Can you lead with empathy and efficiency in a firm renowned for tackling life-altering personal injury cases?

Are you ready to take ownership of a vital department in a boutique law firm known for its personalized approach?

Final question: When faced with a challenge, do you get excited or run away?

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Stephens Law, an elite trial law firm in Fort Worth, Texas has built its reputation by achieving landmark results in personal injury and wrongful death cases. With a robust focus on high-impact cases, the firm works directly with families during their most challenging times, offering compassionate, strategic representation.

Founded by the nationally recognized trial lawyer Jason Stephens, the firm stands out for its commitment to quality over quantity, handling fewer cases at a time to ensure each receives the dedicated attention and resources it requires. This approach has resulted in record-setting settlements and verdicts across Texas, making Stephens Law a trusted name in personal injury litigation.

The Intake Director at Stephens Law will play a pivotal role in shaping the firm's first interaction with prospective clients while serving as the strategic leader of the intake department. This position is responsible for fully owning and continuously improving the intake function, ensuring that every potential case is evaluated thoroughly, strategically, and with exceptional responsiveness. This role combines frontline intake responsibilities with operational leadership, KPI ownership, process optimization, and department management. The successful candidate will act as a strategic gatekeeper for high-value litigation opportunities while driving operational improvements that enhance client experiences, increase conversion rates, and support the firm’s mission of delivering exceptional legal representation.

What you’ll do:

• Client Intake Management: Oversee and manage approximately 10+ daily intake calls and subsequent follow-ups dealing with prospective high-value cases, primarily focusing on 18-wheeler accidents and wrongful death.
• Evaluation and Triage: Qualify potential cases by obtaining and reviewing police reports, identifying key facts, and assessing case viability and urgency.
• Process Coordination: Manage the entire sign-up process, including coordinating DocuSign agreements, medical authorizations, and seamless transition into the firm’s case management system, CasePeer.
• Referral Management: Coordinate referrals for cases not fitting the firm’s criteria, ensuring smooth handoffs and compliance with Texas referral fee regulations.
• KPI Reporting and Analysis: Own all intake KPIs and reporting, including inquiry volume, signed cases, lost cases, conversion rates, referral outcomes, marketing source performance, and operational trends, while proactively identifying opportunities for improvement.
• System Optimization & Ownership: Learn, master, and continuously improve intake systems, workflows, reporting structures, and lead management processes to increase efficiency, responsiveness, and conversion performance.
• High-Value Case Monitoring: Prioritize and triage high-severity cases, especially after hours, to ensure immediate attention and strategic handling.
• Department Ownership: Fully own the intake department, serving as both the operational leader and primary driver of intake performance, reporting, systems improvement, and conversion outcomes.

What we’re looking for:

• Intake Experience: Minimum of 3 years in plaintiff personal injury intake; ideally with director-level experience.
• Operational Leadership: Ability to independently manage and improve an intake department, balancing strategic oversight with hands-on execution and continuous process improvement.
• Legal Knowledge: Strong understanding of Texas personal injury law, including understanding the implication of workers' compensation laws and associated nuances.
• Technology & Systems Expertise: Demonstrated ability to learn, optimize, and improve lead management and case tracking systems beyond basic day-to-day usage. Experience with Lead Docket, CasePeer, Filevine, or similar plaintiff PI systems is preferred.
• Communication: Exceptional interpersonal skills to collaborate effectively with attorneys, paralegals, and potential clients.
• Organization: Highly organized with the ability to manage multiple tasks and prioritize effectively.
• Responsiveness & Urgency: Ability to handle time-sensitive, high-severity matters with urgency and care, including maintaining responsiveness for urgent wrongful death, trucking, and other high-value matters that may arise outside standard business hours.
• Ownership & Initiative: Proven ability to take full ownership of responsibilities, identify opportunities for improvement, and proactively implement solutions without requiring constant direction.

Why you should work here:

• Strategic Role: Be a key player in one of the most important positions at the firm, impacting client experiences and outcomes.
• Department Leadership Opportunity: Lead and fully own one of the most important departments in the firm, with significant autonomy to shape processes, systems, reporting, and long-term intake strategy.
• Collaborative Culture: Work closely with firm leadership, experiencing direct mentorship and alignment with strategic goals.
• Client-Focused Mission: Contribute to a firm that prioritizes empathy and quality service in significant and sensitive legal matters.

Additional perks:

• Health Insurance: 100% medical coverage for the individual, effective after 30 days.
• Retirement Plan: Available after one year of service, facilitating long-term financial planning.
• Paid Time Off: 10 days PTO increasing with tenure, plus major holidays and a Christmas to New Year’s reset period.
• Bonus Structure: Discretionary bonus potential rewarding exceptional performance and initiatives.
• Work Environment: This role is primarily in-office in Fort Worth, Texas.