Intake & Verification Operations Manager (Personal Injury)

Intake & Verification Operations Manager (Personal Injury)

Houston, TX (Preferred) | Texas-Based Candidates Only

$90,000 – $105,000 + Performance Bonus

About the Role

We are hiring a hands-on Intake & Verification Operations Manager to lead our core case qualification and intake operations.

This role owns the full lifecycle of inbound claims—from initial intake through validation, evidence collection, and delivery to law firms—while also helping build and scale the systems, team, and processes behind it.

This is an operations leadership role focused on ownership, accountability, and execution in a fast-growing environment.

Scope of Role

This position has two core areas of responsibility:

1. Core Ownership (Primary Focus)

• Lead intake and verification operations end-to-end
• Ensure all cases meet SLA timelines (7-day intake, 14-day verification)
• Oversee claimant outreach, validation, and case qualification decisions
• Manage team performance across intake, nursing, and support staff
• Maintain quality control and ensure high-confidence case outcomes

2. Operational Leadership (Growth & Scale)

• Hire, onboard, and train new team members (including offshore staff)
• Build and improve workflows, SOPs, and reporting systems
• Monitor dashboards and identify bottlenecks or inefficiencies
• Support cross-functional initiatives (marketing, client delivery, etc.)
• Take ownership of problems and build structure where needed
• Wiling to assist with other service lines when needed

What You’ll Do

• Manage end-to-end intake and verification workflow
• Ensure SLA compliance across all active cases
• Lead and hold team members accountable for performance and output
• Review claimant narratives and identify inconsistencies or fraud indicators
• Oversee evidence collection and documentation quality
• Track performance metrics and report on outcomes
• Improve systems and processes to increase efficiency and case quality
• Step in operationally when needed to keep workflows moving

What We’re Looking For

Required:

• 3+ years of personal injury or mass tort intake experience or paralegal background
• Experience determining whether a case is valid, incomplete, or ineligible
• Experience managing people, workflows, or operations
• Experience with legal CRMs (Filevine, Litify, SmartAdvocate, etc.)
• Strong process orientation and attention to detail

Preferred:

• Experience in high-volume intake or case acquisition environments
• Experience building or improving workflows and systems
• Experience managing remote or offshore teams
• Strong analytical and reporting mindset
• Legal nurse or paralegal background

This role requires ownership, accountability, and the ability to build structure in a growing company.

Expectations

• High ownership of outcomes and team performance
• Clear visibility into work output and reporting
• Proactive problem-solving and process improvement
• Ability to operate in a fast-paced, evolving environment

Application Requirements

To be considered, please answer the following:

• Do you have at least 2 years of personal injury or mass tort intake experience?
• What legal CRM systems have you used?
• Briefly describe how you determine whether a case is valid or not
• Describe a time you improved a process or workflow

Applications without relevant intake experience will not be considered.

Why Join Us

• High-impact leadership role in a growing company
• Opportunity to build and scale a critical function
• Direct influence on case outcomes and company performance
• Competitive compensation with performance incentives

Job Type: Full-time

Pay: $90,000.00 - $105,000.00 per year

Work Location: Remote