Receptionist/Intake Specialist

About Kristine Romano Law

At Kristine Romano Law, we help individuals and families prepare for the future with confidence. For nearly 20 years, our firm has earned the trust of clients throughout Massachusetts by providing thoughtful, compassionate counsel in estate planning and elder law. With offices in Northborough and Natick, we create a welcoming space for clients to explore their wishes, protect their legacies, and bring peace of mind to loved ones.

Overview

The Receptionist & Intake Specialist is the first point of contact for Kristine Romano Law and plays a vital role in creating a positive first impression for potential and existing clients. This role is responsible for managing incoming calls and visitors, coordinating the intake process, and supporting general administrative operations.

This position ensures that all leads are properly screened, scheduled, and guided through the intake funnel while maintaining professionalism and compassion. The ideal candidate is personable, organized, tech-savvy, and committed to delivering excellent client service. This is an in-office, non-exempt position.

Reporting Relationship

This role reports directly to the Director of Operations and works closely with the legal and administrative teams.

Authority

The Receptionist & Intake Specialist may collaborate with others to support intake and follow-up efforts but does not have supervisory authority. All responsibilities must be performed in compliance with the ABA’s Rules of Professional Conduct and applicable State Bar regulations. This includes strictly avoiding the unauthorized practice of law, such as offering legal advice or suggesting legal strategies.

Key Responsibilities

Client & Visitor Interaction

• Answer and route all incoming calls promptly and professionally
• Screen and qualify potential new clients (PNCs) based on legal issue, urgency, and potential conflicts
• Schedule consultations and assist with calendar coordination
• Greet clients, guests, attorneys, and staff in a welcoming and professional manner
• Ensure visitors are signed in and follow building security procedures
• Offer beverages and maintain a comfortable reception area
• Provide exceptional customer service to clients and prospects
• Make follow-up calls to reinforce care and support
• Collect payments for initial consultations and account balances
• Ensure everyone who contacts the firm receives helpful support—whether through scheduling, a referral, or sharing firm resources

Intake Coordination

• Use firm intake procedures to determine whether leads qualify as ideal clients
• Identify legal needs, urgency, and potential conflicts through structured screening questions
• Accurately document lead data in tracking spreadsheets and CRM
• Schedule qualified leads for initial consultations
• Initiate “glidepaths” to engage prospects before consultations and increase show-up rates
• Prepare the legal team with all relevant background for consultations
• Generate and follow up on engagement agreements and payments
• Maintain contact with prospects who don’t schedule, don’t show, or don’t engage after initial consults
• Track key intake metrics such as lead source, consultations, and conversion rates

Administrative Support

• Sort, date-stamp, and route all incoming mail and deliveries
• Dispose of junk mail and maintain delivery logs
• Organize and file client documents accurately (both paper and electronic)
• Assist with data entry, photocopying, and administrative tasks as needed
• Contact insurance providers to verify coverage when required
• Support the Operations Manager with planning lunches, events, and company outings
• Order and maintain office supplies
• Perform additional office support duties as assigned

Key Performance Indicators (KPIs)

• 100% of time tracked contemporaneously
• Weekly lead tracking spreadsheet submitted by Friday end of day
• At least 90% of leads are scheduled, referred, or provided helpful support
• 95% or higher accuracy rate for contact information collected from PNCs

What We’re Looking For

• Friendly, polished, and confident communication style
• Ability to stay calm and professional under pressure
• Highly organized with strong attention to detail
• Excellent phone etiquette and customer service instincts
• Comfortable with technology and learning new systems (CRM, spreadsheets, phone systems)
• Proactive, accountable, and motivated to make a difference
• Strong team player who values collaboration and clarity

Why This Role Matters

The Receptionist & Intake Specialist is not just answering phones—this role sets the tone for the entire client experience. You’ll be the face and voice of a firm that’s built on compassion, clarity, and service. Your ability to connect with people and guide them through the first step of their legal journey makes a real impact in their lives—and in the success of the firm.

Compensation & Performance

• $25 /hour starting rate, commensurate with experience
• Bonus potential based on KPI performance
• Long-term opportunities for growth, leadership, and firm-wide impact

To Apply

If you’re a team player who values clarity, speed, ownership, and real client impact—we want to hear from you. Please email your resume and cover letter to angela@estateandelderlawyer.com.

At Kristine Romano Law, we’re building more than a law firm. We’re building a trusted platform for delivering exceptional estate planning services with compassion and integrity.