Bilingual Receptionist / Runner

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