SS Intake Specialist

Position Summary

Disability Law Group is seeking a confident, compassionate, and highly organized Social Security Intake Specialist to serve as one of the first points of contact for prospective disability clients. This is a fast-paced, phone-intensive role for someone who can build trust quickly, gather detailed information accurately, manage competing priorities, and move prospective clients through the intake process with urgency and care.

Our clients are often navigating serious medical, financial, and personal challenges. The strongest candidate will be able to listen with empathy while maintaining control of the conversation, asking the right questions, documenting information accurately, and keeping the intake process moving.

For this opening, we are being especially selective. We are prioritizing candidates with prior experience in a high-volume intake, call-center, legal, healthcare, home-health, benefits, claims, social-services, or similarly fast-paced client-facing environment. Bilingual Arabic/English ability is strongly preferred for this hire.

What You Will Do

· Handle a high volume of incoming calls, scheduled intake appointments, follow-up calls, and prospective-client communications while maintaining professionalism and accuracy.

· Conduct detailed intake conversations to gather information regarding medical conditions, treatment, work history, Social Security application status, prior denials, appeal deadlines, household information, and other facts needed for screening.

· Listen for the client’s underlying need and ask effective follow-up questions when information is incomplete, unclear, or inconsistent.

· Identify whether a prospective matter may involve a new application, pending claim, reconsideration, hearing, prior denial, or another circumstance requiring additional review.

· Prioritize new leads, scheduled appointments, urgent or deadline-sensitive matters, and outstanding follow-up tasks in a fast-moving environment.

· Review incoming documents and correspondence, save or upload them to the appropriate system, and confirm that records are associated with the correct prospective client.

· Maintain complete, accurate, and timely intake records and document all contact attempts, conversations, pending items, and next steps.

· Follow up consistently with prospective clients regarding missing information, documents, appointments, or representation materials.

· Coordinate with attorneys, Case Managers, and other Social Security team members when a matter requires additional review or escalation.

· Use Company systems, scripts, checklists, and procedures consistently while exercising sound judgment when a situation falls outside the normal process.

· Provide a warm, respectful, and solutions-focused client experience that reflects DLG’s core values: Listen, Invest, Vigor, Empathy, and Solutions.

What We Are Looking For

· At least 1-2 years of experience in a fast-paced, client-facing environment such as legal intake, medical intake, home health, healthcare, call center/customer service, benefits, claims, social services, or a similar setting strongly preferred.

· Bilingual Arabic/English communication skills strongly preferred for this opening.

· Proven ability to manage a high volume of calls, appointments, follow-up items, or customer/client requests without sacrificing accuracy.

· Excellent verbal communication skills with the confidence to guide conversations, ask direct questions, and keep calls focused and productive.

· Empathy, patience, and professionalism when speaking with individuals who may be frustrated, overwhelmed, ill, or experiencing financial hardship.

· Strong critical-thinking skills and the ability to determine what information is missing, what needs immediate attention, and when an issue should be escalated.

· Excellent attention to detail and accurate documentation/data-entry skills.

· Strong computer proficiency and the ability to learn multiple systems quickly; experience with CRM, case-management, call-center, or workflow systems is preferred.

· Ability to multitask across phone calls, scheduling, file review, documentation, and follow-up tasks in a fast-paced environment.

· Dependability, accountability, coachability, and consistent follow-through.

Preferred Experience

· Direct Social Security Disability (SSDI/SSI) intake or case-management experience.

· Prior experience with legal intake, disability claims, VA claims, medical intake, healthcare, home health, benefits, insurance/claims, or case-management environments.

· Experience working with people with disabilities or other vulnerable populations.

· Experience using Prevail or another legal/case-management system.

· Experience working with measurable goals such as call volume, conversion, appointment completion, response-time, accuracy, or quality metrics.

What Success Looks Like

· Prospective clients feel heard, respected, and confident about the next step in the intake process.

· Calls and appointments are handled efficiently without sacrificing empathy or accuracy.

· Intake records are complete, organized, and accurate before review or handoff.

· New leads and follow-up items are prioritized appropriately and do not fall through the cracks.

· Deadlines, inconsistencies, or unusual circumstances are identified and escalated promptly.

· The employee learns DLG’s systems and Social Security intake processes quickly and responds well to coaching.

· The employee contributes to a reliable, responsive, and high-performing intake function.

Schedule & Work Environment

· This is a full-time position. DLG operates Monday-Thursday, 8:30 a.m.-5:00 p.m., and Friday, 8:00 a.m.-4:30 p.m.

· The role is based in Troy, Michigan, with hybrid flexibility based on training completion, performance, department needs, and Company policy. Initial and ongoing in-office training may be required.

Compensation & Benefits

· Hourly rate: $18.00-$21.00 per hour, based on experience and alignment with the role requirements.

· Eligibility for performance incentives, as applicable to the role.

· Medical, dental, and vision insurance options.

· Paid time off and Company holidays.

· 401(k) with employer match.

· Tuition reimbursement, wellness initiatives, and professional-development opportunities.