The role
Neon Link places experienced legal intake specialists full time with US personal injury and lemon law firms. People call, text or fill out a form after a crash, an injury or a car that keeps going back to the dealer, and you're the one who answers fast, runs the firm's intake script, gets the facts down cleanly and puts the case in front of the attorney the same day. You'll call back every new lead within minutes during your shift, run conflict checks, send the retainer on the firm's template through its e-sign once the attorney approves the case and follow up until it's signed, then get the first records requests and letters out so the case starts moving.
You'll work in the firm's intake and case management systems, such as Lead Docket, Filevine, Litify, CASEpeer, SmartAdvocate, Clio or Lawmatics, its phone system and its e-sign, and most of the shift is on the phone, so this is a voice role.
It matters because someone who was just hurt often calls more than one firm, and the firm that answers and calls back first is usually the one they sign with; a lead that waits an hour is a case the firm paid for and lost. This is intake under the supervision of a licensed US attorney, and you only ever contact people who contacted the firm: you won't give legal advice, tell anyone whether they have a case, quote fees beyond the firm's script, or call anyone cold, and the attorney decides which cases the firm takes. Callers share their injuries, their medical care and often the worst week of their year, all covered by the firm's duty of confidentiality, so we look for people who protect that information by habit, not only when someone is watching.
People do well here when they're warm and quick on the phone, follow a script without sounding like it, and know which questions belong to the attorney.
Day to day you'll take direction from the firm's intake manager or supervising attorney, as part of their team, with Neon Link behind you. Before you take a live call you're trained on the firm's intake script, case criteria, systems and escalation path.
What you'll do
- Answer new client calls, web forms, chats and texts, and call back every new lead within minutes during your shift, on the firm's consent language
- Run the firm's intake script and capture the facts the attorney needs: incident date and place, injuries and treatment, insurance details and the police report number, or for lemon law the vehicle, the defect, the repair attempts and the days out of service
- Run conflict checks and put the dates the attorney needs to see, such as the statute of limitations date the firm calculates, at the top of the file
- Put each new lead in front of the attorney the same day with a clean summary, and record the decision
- Send the retainer on the firm's template through its e-sign once the attorney approves the case, and follow up by call and text until it's signed
- Send the first records requests and HIPAA authorizations on the firm's forms, and draft letters of representation and preservation letters for attorney review
- Send declined callers the firm's approved non-engagement letter and any referral the attorney chooses
- Log every lead, call and status in the firm's intake or case management system with the lead source, so the firm knows which ads and referral sources bring signed cases
- Route anything that asks for legal advice, what a case is worth or fees beyond the script straight to the attorney
- Send the intake manager a short end of shift note on new leads, cases waiting on a retainer and callbacks still open
- Time from a new lead to your first call inside the firm's target, measured on every lead during your shift
- Approved cases with a signed retainer inside one business day
- Every lead logged with its source and a clear next step, so nothing lives in someone's head
What you bring
- 2 or more years of intake, client service or case management for a US law firm, or 2 or more years of US inbound calls plus legal or medical records experience
- Outbound sales or cold calling alone doesn't count for this role, and neither does chat or email support with no live calls
- Comfortable following a script and making it sound like a conversation, with the judgment to know when a caller needs the attorney
- Hands-on with at least one intake or case management system, such as Lead Docket, Filevine, Litify, CASEpeer, SmartAdvocate, Clio Grow or Lawmatics, a business phone system such as RingCentral, and an e-sign tool such as DocuSign
- Working knowledge of how a US personal injury or lemon law case starts: liability and insurance basics, the facts a firm screens for, conflict checks, retainers, and why the statute of limitations date matters
- Clear on the boundary: you don't give legal advice, tell anyone whether they have a case, quote fees beyond the firm's script, or contact anyone who didn't contact the firm
- Careful with client information: you keep every call note and document inside the firm's systems and off personal devices and personal messaging apps, you'll tell us which US firms you've supported so the new firm can check for conflicts, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Warm, clear spoken English for calls with injured and upset people every day, and clean written English for intake summaries, texts and emails
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, plus an evening or weekend shift by rotation when the firm needs it, agreed before you start
- Education: any bachelor's degree preferred, not required; intake and inbound call experience matters more
- Personal injury or lemon law intake experience
- Lead Docket, Filevine intake or Litify
- A medical, nursing or insurance claims background
- Conversational Spanish
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where calls can't be overheard and case details can't be seen
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 50,000 to 65,000 a month (about PHP 298 to 387 an hour). About USD 785 to 1,025 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week, US business hours (night shift in the Philippines), with an evening or weekend shift by rotation when the firm needs it, which you'll know before you start; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.