Are you a compassionate communicator who takes pride in being the first voice clients hear, ensuring every person seeking help feels valued, understood, and supported from the very first call?

Do you excel at listening carefully, asking the right questions, and capturing accurate information while guiding clients through an important first step toward securing the help they need?

Can you balance empathy with efficiency, staying patient and kind while also moving conversations forward, managing multiple intakes, and maintaining flawless documentation?

Do you stay composed when conversations are emotional or difficult, maintaining professionalism and focus while ensuring nothing falls through the cracks?

Is your approach to client communication defined by accuracy, warmth, and genuine care for helping people through challenging circumstances?

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

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Horenstein, Nicholson & Blumenthal isn’t just another law firm in Ohio. For more than four decades, this trusted disability law practice has built its reputation on compassion, advocacy, and results. With offices across the state and a focus on Social Security Disability, Veterans Disability, and Personal Injury, the HNB team is dedicated to helping everyday people stand up for their rights and secure the benefits they deserve. Known for their unwavering integrity and “Helping me, that’s HNB” spirit, the firm continues to set the standard for client care and community impact.

With that being said, we are looking for an Intake Specialist. As the first point of contact for new clients, you play an essential role in shaping every client’s experience with the firm. You will guide individuals through the initial stages of their case, ensuring they feel heard, supported, and confident that they’ve come to the right place for help. Your professionalism, empathy, and attention to detail will help sustain the firm’s strong reputation for exceptional client service and lasting results.

What you’ll do:

• Client Intake & Triage: Conduct compassionate and structured intake interviews by phone or video, gathering complete details such as medical background, employment history, and disability information to assess Social Security and Veterans Disability eligibility.
• Issue-Spotting & Qualification: Translate client narratives into eligibility facts and potential claim issues, identifying missing information or disqualifying factors and guiding the conversation to capture what matters most.
• Live Documentation: Actively listen, control the pace of the conversation when needed, and type with speed and accuracy in Prevail or Filevine, creating complete and reliable records on the first pass.
• Conversion & Onboarding: Clearly explain the firm’s value and intake process, send and track retainer agreements, and collect supporting documents to enable rapid attorney review.
• Seamless Handoffs: Prepare concise case summaries and ensure every qualified lead transitions smoothly to the head intake specialist or attorneys without delays or bottlenecks.
• Follow-Through: Manage callbacks, reminders, and outstanding items until closure, maintaining established service-level expectations on response times and documentation completeness.
• Data Hygiene & Reporting: Maintain precise and up-to-date records, tags, and statuses within the case management system, contributing to intake metrics and supporting weekly pipeline reviews.
• Compliance & Professionalism: Uphold strict professionalism by refraining from offering legal advice, escalating all legal questions to attorneys, and adhering to consent, confidentiality, and privacy requirements in all communications.

What we’re looking for: 

• Attention to Detail: Proven accuracy with data entry, documentation, and follow-through. Able to manage large volumes of client information without errors.
• Communication: Professional written and verbal communication with the ability to control call flow respectfully, show empathy, and maintain a calm demeanor even with difficult clients.
• Judgment & Professionalism: Understands when to slow a conversation, ask clarifying questions, and escalate appropriately. Refrains from offering legal advice and always maintains confidentiality and compliance.
• Technical Proficiency: Comfortable using case management or CRM tools such as Prevail or Filevine and learning new systems quickly. Strong live typing skills and ability to take detailed notes while conversing.
• Adaptability: Able to stay composed under pressure, shift between tasks, and prioritize efficiently in a fast-paced, high-volume environment.
• Team Orientation: Collaborative mindset with accountability to both individual and team goals. Receptive to feedback and eager to learn from training and mentorship.            

Why you should work here:

• Meaningful Work: Play an essential role in helping people secure life-changing benefits. Every client you assist represents a step toward stability and dignity for individuals facing difficult circumstances.
• Growth & Learning: Gain firsthand experience in Social Security and Veterans Disability law. You’ll receive structured training and ongoing mentorship from experienced team members, including the Head Intake Specialist.
• Career Advancement: High performers have a clear path for growth within the firm, into senior intake, case support, or operations roles. The firm prioritizes promoting from within and investing in its team.
• Supportive Culture: Join a close-knit, empathetic team that values accountability, kindness, and professionalism. Leadership believes in transparency and in celebrating collective wins.
• Stability & Reputation: Work for a respected disability law firm that is expanding strategically and consistently, ensuring long-term opportunity and security.
• Community Impact: Contribute to a mission that makes a real difference for clients who rely on the firm’s expertise to navigate complex systems and secure deserved outcomes.

Additional perks:

• Health Coverage: Comprehensive medical, dental, and vision insurance options for full-time employees.
• Paid Time Off: Generous PTO plan including paid holidays to ensure work-life balance.
• Retirement Plan: 401(k) program with employer contributions to support long-term financial goals.
• Annual Bonus: Firm-wide performance bonuses distributed at year end; the firm has a strong history of paying bonuses every year.
• Parking & Facilities: On-site parking provided for convenience and accessibility.

If you’re looking for a job that’s quiet or routine, this isn’t it. The work we do changes lives, and that takes effort, focus, and heart. Every call matters. Every detail matters. We show up every day ready to serve clients who are counting on us to fight for what’s fair. Excellence here is earned through dedication, discipline, and teamwork. We’re not just doing a job; we’re making a difference for real people who need someone in their corner.