One of the first departments a client comes into contact with is the Zanes Intake Department… In fact, the FIRST person you’ll likely speak to when you call into Zanes Law is one of the intake coordinators.
Nestled together in an oddly shaped octagon of desks, chairs and low level dividers sits a group of women that is the heart of the office. With their computer desktops, mounds of organized papers, an array of colorful sticky notes and pens galore, this department is armed to take on any call that comes buzzing into the quiet corridors.
“They really are the heart,” says one Zanes employee. “They are almost always the first to hear about the difficult or traumatic situation our clients have gone through.”
Providing onsite compassion, our intake coordinators are the first to greet our potential clients. And with headsets on, they are all ears first BEFORE business.
In fact, every one of the intake coordinators are extensively trained on client services to serve clients at an elite level right from the get go. In other words, its about making anyone who calls Zanes Law feel safe and taken care of regardless of whether someone decides to hire the firm for a case.
“We want anyone calling into Zanes to feel like the other person on the line is present, caring and highly educated and trained in the department they are serving.” says the marketing manager.
The best part about the intake department is that it’s not a call center somewhere out in Arkansas (nothing against Arkansas). But the department sits at Zanes’ headquarters in Tucson, Arizona where the coordinators work together to keep the cases flowing in a timely fashion to both the Tucson and Phoenix personal injury attorneys and the case managers.
In addition to being the first to hear about one’s potential case, the intake coordinators are also the first to collect all pertinent information on a client’s case – everything from the what happened, to home addresses, to hospitals visited on the day of the accident, to police reports, to injuries!
Intake coordinators… Well… they intake all the information to ignite the process of a client’s case and often spend up to an hour walking a client through various questions (to collect information) and just helping them navigate through emotions and overwhelm.
“A lot of what we do is consoling and help the client come down from a level of high anxiety, obviously triggered by the car accident” says one intake coordinator.
But the work doesn’t end there for this group of coordinators. If a case is established and injuries noted, the coordinator proceeds to set an appointment with one of the firms preferred and trusted medical providers for an immediate consultation.
“Our mission is to help people get their lives back together,” notes one coordinator. “And that means ASAP! So getting them to a medical provider gets the ball rolling on the road back to a healthy recovery.”
Intake coordinators don’t stop there. In addition to setting you up with a medical provider, they help you file a claim with your insurance company… So you definitely don’t get tangled in that mess and then they set up the most important appointment of all – your appointment with your new personal injury attorney!
The best part (of a stressful situation)? The personal injury attorneys can ALWAYS come to you – anytime, Monday – Sunday. You pick the time and date and an attorney will be there to pick up the process from the intake department!
Check out the blog tomorrow for another behind the scenes!