Position Objective To support potential clients with compassion, professionalism, and precision throughout the intake process.

The Virtual

Assistant – Client Intake is responsible for managing inbound inquiries, guiding prospective clients through the initial stages of representation, maintaining accurate lead documentation, and ensuring timely follow-up. This position plays an important role in creating a positive first impression of the firm, helping maximize lead conversion, and ensuring a smooth transition to the appropriate legal team.

Key Responsibilities

1. Client Communication & Intake Process

- Answer inbound intake calls and respond to voicemails within 24 hours.
- Communicate with prospective clients in a professional, empathetic, and client-focused manner.
- Guide potential clients through the intake process and ensure they understand each step.
- Explain retainer agreements and general legal service terms in clear, client-friendly language.
- Follow up with prospective clients who have not signed their retainers within established timelines.
- Identify and escalate complex or unusual leads to the Lead Intake Specialist for review.
- Maintain a high level of professionalism and confidentiality when handling sensitive client information.

2. Lead & Case Management

- Open, assign, monitor, and track leads within the firm's CRM system (Filevine).
- Ensure intake forms and supporting documentation are complete, properly signed, and accurately uploaded.
- Maintain detailed and consistent notes documenting all client interactions and lead updates.
- Assist with auditing newly opened files to identify missing, incomplete, or inaccurate information.
- Monitor outstanding intake tasks to ensure timely follow-ups and completion.




- Maintain accurate lead statuses and ensure records reflect the most current information.

3. Team Coordination & Workflow Improvement

- Use internal communication platforms and tracking tools to document lead statuses, response times, and progress.
- Coordinate with legal and administrative departments to facilitate smooth case transitions.
- Participate in daily team huddles, training sessions, and one-on-one meetings.
- Assist with tracking and reporting intake performance metrics as requested.
- Communicate workflow concerns, identify potential delays, and promptly escalate obstacles.
- Proactively recommend improvements to intake procedures and daily operations.

Performance Expectations Success in this position will be measured by the ability to:

- Maintain a consistent 24-hour response rate for inbound intake inquiries.
- Effectively convert prospective clients into signed retainers through clear, empathetic, and professional communication.
- Maintain accurate, complete, and organized lead documentation.
- Ensure timely and consistent follow-up with all assigned leads.
- Facilitate effective communication and smooth handoffs between departments.
- Demonstrate accountability, initiative, and a commitment to continuous improvement.
- Consistently meet established productivity, quality, and intake performance expectations.





Physical Requirements The physical demands described below are representative of those required to successfully perform the essential functions of this remote position:

- Ability to remain seated and work at a computer for extended periods throughout the workday.
- Frequent use of a computer, keyboard, mouse, headset, and other standard office equipment.
- Ability to perform repetitive hand and wrist movements associated with typing, data entry, and computer navigation.
- Ability to communicate clearly and continuously through telephone calls, video meetings, and other electronic communication platforms.
- Ability to read, review, interpret, and enter information displayed on a computer screen for extended periods.
- Occasionally lift or move light office equipment or materials weighing up to 10 pounds.
- Ability to maintain a consistent and productive work environment with minimal distractions.

Qualifications & Skills

- Previous experience in a virtual assistant, client intake, customer service, or administrative support role preferred.
- Experience working in a personal injury law firm or legal environment is highly desirable.
- Familiarity with CRM platforms; experience with Filevine is a plus.
- Excellent verbal and written English communication skills.
- Strong active listening, interpersonal, and problem-solving skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities while meeting established deadlines.
- Comfortable handling sensitive and confidential information.
- Proficiency in Microsoft Office, Google Workspace, and virtual communication platforms.
- Ability to work independently while maintaining strong communication and collaboration with the team.

Job Type: Contract

Work Location: Remote

📌 Virtual Intake Assistant (Medellín)
🏢 Uriarte Law, PA
📍 Medellín