PPLSI

Intake Specialist

• Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels
• Conduct comprehensive legal intake interviews and gather accurate information about members' legal matters
• Determine the appropriate legal service category and route matters to the appropriate provider law firm
• Complete conflict-of-interest checks and required intake verification processes
• Collect, verify, and organize supporting documentation for legal consultations
• Accurately document member interactions and case details in CRM and case management systems
• Serve as the primary point of contact throughout the intake and referral process
• Conduct outbound communications, provide case updates, and communicate next steps
• Manage member expectations regarding timelines, education, and service status
• Monitor assigned matters through resolution and follow up for timely progression
• Resolve routine concerns and escalate complex or sensitive issues
• Coordinate attorney consultations between members and provider law firms
• Partner with attorneys, legal staff, provider law firms, and internal teams to obtain updates and facilitate communication
• Request documentation and records on behalf of provider law firms
• Monitor referral, intake, and consultation timelines against service-level expectations
• Maintain complete, accurate, and timely case documentation
• Ensure compliance with company policies, privacy requirements, legal regulations, confidentiality standards, and operational workflows
• Protect sensitive member information and exercise sound judgment and discretion
• Identify trends, service gaps, and process improvement opportunities
• Deliver compassionate, professional, and high-quality member service
• Meet performance metrics for satisfaction, quality, productivity, timeliness, schedule adherence, follow-up compliance, documentation accuracy, and resolution of inquiries
• Participate in training, coaching, and continuous improvement initiatives

Member Services Intake Specialist

Paralegal

• Review internal and external content, including marketing, communications, and customer-facing materials, for legal and regulatory compliance
• Identify risks related to intellectual property, privacy, and advertising standards and recommend mitigations
• Ensure accuracy, consistency, and alignment with company policies and brand standards
• Draft, review, redline, and negotiate commercial agreements, including vendor contracts, service agreements, nondisclosure agreements, and licensing arrangements
• Analyze contractual terms, highlight risks, and recommend revisions protecting company interests and supporting business objectives
• Maintain organized contract records, track key provisions, and monitor renewal deadlines
• Partner with Marketing, Procurement, Operations, business leaders, and external counsel
• Translate legal concepts into actionable business solutions
• Conduct legal research on regulatory changes and emerging compliance requirements
• Assist with drafting and updating policies, procedures, and templates
• Support legal leadership with special projects and initiatives
• Establish checklists, templates, and workflows to improve review turnaround and reduce legal exposure
• Maintain contract management systems and track obligations and compliance requirements