Job DescriptionJob Description:
Position summary
About us We are a client-focused personal injury law firm dedicated to helping individuals injured in motor vehicle accidents. The firm is committed to delivering exceptional legal service while maintaining a professional, collaborative, and supportive work environment. The firm is seeking a friendly, professional, and highly organized Receptionist / Runner to serve as the first point of contact for clients, prospective clients, visitors, attorneys, medical providers, vendors, and other callers.
Position Summary The Receptionist / Runner will manage a busy front desk, answer and route a high volume of incoming calls, greet visitors, coordinate appointments, maintain reception and conference areas, assist with administrative assignments, process mail and deliveries, and complete local runner responsibilities throughout the business day. The firm supports approximately 400 active clients at any given time, and the Receptionist may handle approximately 10 to 20 incoming calls per hour. The successful candidate must remain professional, accurate, composed, and courteous while efficiently identifying each caller's needs and connecting them with the appropriate department or team member. This position does not conduct new-client intake or evaluate potential cases. When a prospective client calls the firm, the Receptionist will collect only the information necessary to identify the nature of the call and transfer it promptly to an Intake Specialist. The ideal candidate is bilingual in English and Spanish, comfortable handling frequent interruptions, capable of protecting confidential information, and willing to assist wherever needed in a fast-paced legal-office environment.
Key Responsibilities High-Volume Phone Reception Answer approximately 10 to 20 incoming calls per hour. Greet callers professionally in English or Spanish. Identify the reason for each call efficiently and accurately. Screen and route calls to the appropriate attorney, Case Manager, Intake Specialist, department, or team member. Take complete and accurate messages when the requested team member is unavailable. Confirm names, telephone numbers, case-related information, and callback details. Maintain a calm and professional tone during busy periods. Respond appropriately when callers are upset, anxious, frustrated, or unfamiliar with the legal process. Avoid providing legal advice, case evaluations, settlement information, or unauthorized case updates. Protect confidential client and case information during every interaction. Document or route urgent messages promptly. Follow established call-transfer, message, and escalation procedures. Intake Call Transfers Recognize when a caller is seeking legal representation for a new matter. Obtain only the limited information needed to identify and transfer the call appropriately. Transfer potential new-client calls to the firm's Intake Specialists. Avoid conducting a substantive intake interview. Avoid evaluating whether the firm can accept a case. Avoid offering an opinion regarding a caller's legal rights, claim value, deadlines, or likelihood of success. Clearly explain the transfer process when needed. Take an accurate callback message if an Intake Specialist is temporarily unavailable. The Receptionist is responsible for transferring intake calls, not screening, qualifying, or evaluating potential cases. Front-Desk and Visitor Support Greet clients, visitors, vendors, medical providers, and team members professionally. Notify the appropriate team member when a visitor arrives. Confirm scheduled appointments. Coordinate conference-room availability. Help visitors navigate the office. Maintain a welcoming, discreet, and professional reception experience. Prevent confidential client information from being visible or discussed inappropriately in public areas. Monitor the front-desk area and respond promptly to visitors. Appointment and Meeting Coordination Schedule and coordinate client appointments and internal meetings. Reserve conference rooms. Confirm appointment details when assigned. Communicate schedule changes promptly. Maintain accurate calendar information. Help prepare conference rooms before meetings. Restore meeting spaces after use. Communicate promptly when clients arrive early, late, or without an appointment. Local Runner Duties Complete local deliveries and pickups during business hours. Deliver legal documents to courts and other approved destinations. Pick up or deliver documents to medical offices. Visit post offices, banks, vendors, service providers, and other local destinations as assigned. Maintain the security and confidentiality of all documents during transport. Follow delivery instructions and applicable deadlines carefully. Obtain receipts, confirmations, stamped copies, or other proof of delivery when required. Report delays or problems immediately. Use a personal vehicle for approved runner assignments. Submit mileage documentation in accordance with firm policy. Approved business mileage will be reimbursed according to the firm's established policy. Mail, Packages, and Deliveries Receive and distribute incoming mail, packages, and deliveries. Sort mail accurately and route it to the appropriate recipient. Prepare outgoing mail and packages. Coordinate courier pickups when required. Document certified, tracked, or time-sensitive mail. Notify recipients of urgent or sensitive deliveries. Maintain organization in mail-processing and delivery areas. Administrative Support Perform data entry accurately. Scan, copy, print, label, and organize documents. Assist with electronic and physical filing. Prepare routine correspondence and administrative documents. Organize client files according to firm procedures. Support special projects and miscellaneous administrative assignments. Maintain accurate records of assigned tasks. Follow up on incomplete administrative requests. Use Microsoft Office and standard office equipment. Support attorneys, Case Managers, Intake Specialists, and administrative personnel as needed. Reception and Conference-Area Maintenance Keep the reception area clean, organized, and presentable. Maintain orderly conference rooms. Ensure meeting spaces are prepared before scheduled appointments. Restock basic reception and meeting-room supplies. Report maintenance, equipment, or facility concerns. Help create a professional environment for clients, visitors, and employees. Office Supplies and Inventory Monitor office-supply levels. Organize supply-storage areas. Notify the appropriate team member when supplies require replenishment. Receive and distribute office-supply deliveries. Assist with inventory tracking. Help ensure that frequently used administrative materials remain available. Confidentiality and Professional Conduct Protect confidential client, medical, legal, financial, and identifying information. Follow firm policies regarding privacy, records, telephone calls, visitors, and document handling. Avoid discussing client matters in public areas. Verify authorization before releasing information or documents. Exercise discretion when handling sensitive calls and visitors. Immediately report privacy concerns, misdirected communications, or potential confidentiality issues. Maintain a professional appearance and demeanor.
Required Qualifications Must-Have Requirements Professional fluency in English and Spanish. Previous receptionist, administrative assistant, front-desk, customer-service, or comparable professional experience. Ability to handle approximately 10 to 20 incoming calls per hour. Strong verbal communication and active-listening skills. Professional telephone etiquette. Strong organization and attention to detail. Ability to manage frequent interruptions without losing accuracy. Ability to prioritize phone calls, visitors, messages, runner assignments, and administrative tasks. Valid driver's license. Reliable personal transportation. Willingness and ability to complete runner assignments during business hours. Ability to maintain confidential information. Proficiency with Microsoft Office and standard office equipment. Ability to work on-site Monday through Friday from 8:30 AM to 5:30 PM. Dependable attendance and punctuality. Professional demeanor and positive attitude. Willingness to support attorneys, legal staff, and daily office operations. Preferred Qualifications Previous legal receptionist or law-firm experience. Experience in a personal injury, medical, insurance, or other confidential professional environment. High-volume call-center or multi-line telephone experience. Experience communicating with distressed, injured, frustrated, or emotionally overwhelmed individuals. Experience routing calls among several departments or team members. Administrative experience involving scanning, filing, data entry, mail, and document preparation. Experience completing local courier or runner assignments. Familiarity with client-management or case-management software. Experience maintaining office or supply inventory. Strong written communication skills in both English and Spanish.
Scope-of-Role Boundaries The Receptionist / Runner is not expected or authorized to: Conduct substantive new-client intake interviews. Decide whether the firm should accept a potential case. Provide legal advice. Interpret laws, deadlines, insurance coverage, or case strategy. Evaluate the value or strength of a claim. Provide unauthorized case-status updates. Discuss settlement values or negotiation strategy. Make commitments on behalf of attorneys or Case Managers. Release confidential information without proper authorization. Questions outside the Receptionist's authorized responsibilities must be transferred or escalated to the appropriate team member.
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