We develop people.
Clear roles, thoughtful onboarding, coaching, accountability, and manager support turn good employees into stronger contributors and future leaders.
↗ Your white-glove intake team for personal injury firms
Your intake team.
Built around your firm.
YOUR PEOPLE · YOUR SYSTEMS · YOUR VISION
01 — Our purpose
Fully trained. Fully integrated.
Your prospective clients should feel they reached your firm.
Every Level Up intake specialist receives robust personal-injury training, then learns the details that make your firm distinct: your voice, culture, case criteria, technology, follow-up expectations, and client-care standards.
We work alongside your team as an integrated part of the operation—not as a distant vendor reading from a generic script. Our management and consulting experience strengthens the people, workflows, accountability, and production systems surrounding every signed case.
Proven results
Case after case. Team after team.
Growth you can measure.
Across the firms and teams Iliana has helped lead and scale, stronger people, clearer systems, and disciplined execution have translated into meaningful performance gains.
0–0%Conversion rates
achievedFROM 70–80%
achievedFROM 70–80%
0–0+Cases signed
per monthFROM 9–10 / MONTH
per monthFROM 9–10 / MONTH
0+Signed cases supported
per monthFROM MID-SIZED OPERATIONS
per monthFROM MID-SIZED OPERATIONS
Performance examples reflect specific teams and operations led or supported by Iliana Irra. Individual firm results will vary.
We don't use generic scripts. We build intake expertise.
The numbers matter.
How we get there matters more.
Our specialists are trained in personal injury before they ever represent your practice. Then they complete a firm-specific immersion in your voice, culture, values, case criteria, client expectations, technology, and vision. That is how an outside hire becomes your intake team.
01PI-trained
Specialists learn the language, urgency, sensitivity, and qualification fundamentals of personal-injury intake.
02Firm-trained
Your voice, criteria, systems, and expectations shape how your dedicated team works.
03Performance-led
Coaching, quality review, reporting, and operational strategy turn service into measurable performance.
That's the difference between answering calls and building trust—and between handling more cases and building an operation capable of scaling them.
Real people. Real partnership.
Integrated means accountable.
Trained for PI.
Customized for you.
White-glove partnership means getting close to the work. Your intake team learns how your firm speaks, what it accepts, how it follows up, when it escalates, and how a signed client should move into the case team.
01 Dedicated intake specialists 02 Ongoing training and quality leadership
COLLABORATION, BUILT INTO THE MODEL
White-glove means
YOUR PEOPLE. YOUR CLIENTS.
YOUR SYSTEMS. YOUR VISION.
We protect the client.
Communication standards, escalation systems, ownership, and client-care workflows create a consistent experience from intake through case progression.
We build the system.
Workflows, handoffs, KPIs, case-management processes, quality controls, and reporting make performance repeatable instead of personality-dependent.
We help you scale.
As caseload, headcount, offices, and goals grow, we help leadership evolve the structure and standards underneath the firm.
PEOPLE.SYSTEMS.PERFORMANCE.
02 — What we do
Your intake team.
Expertise included.
Intake is the core of what we do. Our management and consulting experience helps us strengthen the people, client experience, and workflows surrounding it.
Core partnership
Intake & Conversion
White-glove intake from first response through qualification, follow-up, retainer, and handoff—built in your voice, around your case criteria and inside your systems.
↗Client Experience & Relations
Communication standards, escalation paths, client-care workflows, service expectations, and accountability systems that protect the relationship long after the client signs.
↗People & Performance Management
Role design, onboarding, coaching, manager development, KPIs, accountability, and team structure that help support staff grow into a high-performing operation.
↗PI Case Production & Operations
We help design the people, workflows, handoffs, caseload accountability, and production standards that keep personal-injury cases moving and teams producing.
↗How your intake team works
From first ring to
confident handoff.
Before launch: we complete PI training, firm immersion, case-criteria calibration, technology setup, and live quality review. Your team begins only when it is ready to represent your standard.
Answer & connect
Respond with urgency, empathy, and your firm's voice across every approved channel.
Screen & qualify
Gather the right facts and apply your specific case criteria with trained judgment.
Nurture & follow up
Keep viable leads engaged through disciplined, personalized follow-up—not generic chasing.
Sign & secure
Guide qualified clients through the retainer process clearly, confidently, and quickly.
Document & hand off
Deliver organized notes, documents, status, and next steps into your team and systems.
Review & improve
Use quality reviews, coaching, reporting, and conversion data to keep elevating performance.
A system built to launch
Fully integrated in
10–14 business days.
Most firms can launch within two business weeks. Complex technology, multiple practice locations, or highly customized criteria may require three to four weeks. We confirm the timeline after discovery.
- Days 1–2Discovery & intake audit
Goals, volume, case criteria, current gaps, voice, escalation paths, and success measures.
- Days 3–5Custom intake playbook
Qualification logic, conversation standards, follow-up cadence, handoffs, and reporting.
- Days 6–8Team training & calibration
PI knowledge, firm-specific scenarios, role-play, objection handling, and quality checks.
- Days 9–10Systems integration & testing
Technology access, workflows, notifications, documentation, routing, and test leads.
- Days 11–14Supervised launch
Live intake begins with close oversight, daily review, rapid coaching, and firm feedback.
- First 30 daysOptimize & scale
We refine quality, conversion, follow-up, staffing, and reporting until the model is operating consistently.
03 — The Level Up method
We don't hand over a script and disappear.
We learn. Integrate.
Measure. Improve.
Immerse
We learn your voice, case criteria, systems, expectations, and the client experience you want your firm known for.
Integrate
Your dedicated specialists complete robust PI and firm-specific training before representing your practice.
Improve
We coach, measure, and continuously refine conversion, quality, follow-up, and handoff performance.
FOUNDER · STRATEGIST · PARTNER04 — Meet the founder
“Your prospective clients should never feel like they reached an outsourced service. They should feel that they reached the right firm.”
Before founding Level Up, Iliana Irra built her career inside law-firm operations—as a People Manager, Director of Client Relations, and leader across intake and support-team performance. Her experience spans developing people, strengthening the client experience, building production teams, designing workflows, and helping PI firms create the structure needed to grow. Level Up brings that operational experience directly alongside your team.
Iliana Irra
CEO & FOUNDERRead the founder story →Your next chapter starts here.
Your firm deserves more
than an answering service.
Let's build a PI-trained intake team that sounds like your firm, follows your criteria, works inside your systems, and treats every opportunity with white-glove care.
Book a consultation ↗