Head of Intake & EvaluationThe Pacific Northwest branch, headquartered in Seattle, WA, is looking for a Head of Intake & Evaluation to lead the teams that shape a client's very first experience with the firm. Initially reporting to executive leadership, you would own the client's first 90 days - from the moment a lead first contacts us, through a signed contract, early case investigation, and a clean handoff to our pre-litigation or litigation teams. You would lead a group of roughly 25 people from our customer service, sales, and attorney teams, all of whom share a genuine dedication to supporting our clients throughout their recovery journeys.
Our Ideal Candidate We are looking for a leader who treats intake and evaluation as a revenue-critical operation reliant upon excellent customer experience.
A client's first 90 days determine whether they become a long-term client. We want someone who cares deeply about the customer journey and understands how important it is to know both the pain points and value adds from the customer's perspective. This requires the ability to quantitatively and qualitatively evaluate the team's process to push forward improvement initiatives. Consistent, data-informed evaluation of our cases in their first 90 days ensures that the firm is investing its resources in the right cases and delivering on our customer promise.
A perfect fit is equally comfortable digging into the data as they are coaching a team member through a difficult client conversation. Above all, they lead with warmth and urgency in equal measure-because this role touches every new client the firm takes on.
Responsibilities - Lead and unify three connected teams-front-end, intake, and case evaluation - into a single, seamless client experience
- Own the intake process end to end, including response-time standards, follow-up cadences, template quality, and the overall feel of becoming a client at The Advocates
- Oversee the front-end team responsible for inbound correspondence, answering prospective client calls, opening case files, and initiating insurance claims
- Direct the evaluation team that investigates signed cases, gathers early evidence, coordinates clients' early medical care, and manages initial case administration and billing
- Ensure cases move through evaluation quickly and with complete, accurate information, while setting clear expectations with clients about next steps
- Oversee a clean, well-documented handoff of each case to the legal teams
- Lead, coach, and develop a team of roughly 25 (Direct reports would include the managers of this group - starting with three managers)
- Monitor and continuously improve key pipeline metrics, including lead response time, time-to-sign, cycle times, and client retention through the first 90 days
- Partner closely with firm leadership and the legal departments to keep the pipeline converting while ensuring the right cases move forward
Skills - Comfort with data-identifying where leads stall, where cases bottleneck, and where the client experience breaks down, then acting on it
- Strong people leadership-including coaching teams through difficult client conversations and holding consistently high standards
- Excellent communication- setting expectations with clients during a stressful, high-stakes moment in their lives
- Managing priorities-quickly changing priorities across multiple teams and independently identifying the highest-impact work
Experience and Professional Background - Experience managing teams of 15 or more in a high-volume intake or client-services environment (required)
- A background that blends operations with sales or client-acquisition experience (required)
- A demonstrated history of building or improving intake systems, with conversion or retention numbers you can point to (preferred)
- Legal operations experience (preferred)
Compensation - Salary range: $100,000-$115,000 (or DOE) + bonus structure
- 401(k) + 4% matching (after 1 year employment)
- 100% employer paid Health, Vision, Dental (buy ups available)
- 3 Weeks PTO in year 1, Uncapped PTO in year 4
- Employee Assistance Program
- Commuter/Metro Card Program
