Job Description

Director of Intake & Referrals

Richmond, Virginia

Geoff McDonald & Associates, PC (“GMA”) is a fast‑growing, high‑volume personal injury law firm committed to delivering exceptional client service and outstanding results. Intake is the front door to our firm and a critical revenue engine, and we are intentional about treating it that way.

We are seeking a highly organized, data‑driven Intake & Referrals Director to lead, scale, and optimize our intake and referral operations. This is a true leadership role for a professional who thrives in fast‑paced environments, builds strong teams, and holds themselves—and others—to high standards.

If you are passionate about performance, accountability, and building systems that convert opportunity into results, this role offers the chance to make a direct, measurable impact on firm growth.

Position Summary

The Intake & Referrals Director is responsible for owning the performance, structure, and evolution of all intake and referral operations. This role leads a 10+ person intake team, including offshore staff, and ensures consistent, high‑quality conversion of leads into signed cases.

This position has full ownership of intake performance, systems, training, and continuous improvement, leveraging Smart Advocate and related technology to drive results.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and manage a team of 10+ intake specialists, including remote and offshore staff
• Establish clear expectations, KPIs, and performance standards
• Conduct regular 1:1s, team meetings, and performance reviews
• Recruit, onboard, and train new intake team members
• Build and maintain a culture of accountability, urgency, and client‑centered service

Intake Operations

• Oversee daily intake workflow and ensure proper coverage during business hours, after‑hours, and weekends as needed
• Ensure rapid response times and consistent follow‑up on all leads
• Monitor call quality, lead handling, and case qualification standards
• Develop and refine scripts, playbooks, SOPs, and referral protocols

Systems & Technology

• Ensure accurate data entry, lead tracking, and reporting
• Optimize workflows, automations, and integrations to support scale
• Partner closely with marketing and firm leadership to align intake processes with campaigns and growth initiatives

Performance & Analytics

• Track, analyze, and report on key performance metrics, including: Conversion rate, Contact rate, Speed‑to‑lead, Signed cases, and Cost per signed case
• Identify trends, gaps, and opportunities
• Design and implement continuous improvement initiatives to drive performance

Referral Management

• Oversee inbound and outbound referral intake
• Ensure timely, professional follow‑up with referral partners
• Track referral performance and outcomes with firms nationwide
• Strengthen systems and accountability around referral relationships

Qualifications

• Bachelor’s degree in Business Administration or related field preferred
• 5+ years of leadership experience in intake, call center, or client acquisition environments
• Personal injury or high‑volume legal experience strongly preferred
• Demonstrated success managing remote and offshore teams
• Strong working knowledge of case management systems (Smart Advocate preferred)
• Data‑driven mindset with experience using KPIs to drive behavior and results
• Excellent communication, coaching, and problem‑solving skills
• Highly organized, process‑oriented, and comfortable operating at both strategic and tactical levels

Ideal Candidate Traits

• Thrives in fast‑paced, high‑accountability environments
• Comfortable making decisions and owning outcomes
• Confident leader who can motivate, coach, and course‑correct when necessary
• Detail‑oriented without losing sight of the big picture
• Solutions‑focused with a continuous improvement mindset
• Technologically confident, with a willingness to embrace and leverage AI and automation to optimize results

What We Offer

• Competitive salary
• Excellent benefits package, including employer-paid medical/dental/vision and generous PTO
• Growth opportunities within a scaling firm
• Collaborative, engaged leadership team
• Healthy Work/Life balance and strong firm culture
• The opportunity to make a direct and measurable impact on firm performance and growth

At GMA, intake is not an afterthought - it’s a leadership function. We are looking for someone who sees intake as both a client experience responsibility and a business driver, and who is excited to build something exceptional.

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