Podcast Summary: Personal Injury Mastermind w/ Chris Dreyer

Episode 390: After the Phone Rings: Managing Leads at Volume w/ Rob Levine
Release Date: February 3, 2026
Host: Chris Dreyer
Guest: Rob Levine, Rob Levine & Associates

Episode Overview

This episode features a candid conversation between Chris Dreyer and Rob Levine, a personal injury lawyer known for his high-volume, technology-driven law firm intake processes. The discussion centers on how law firms can manage—and maximize—the value of incoming leads at scale, harness operational tech, and build a high-performance intake and staffing operation, all while staying ahead of changing marketing and AI trends.

Key Discussion Points & Insights

1. Modern Marketing for PI Firms (01:19–07:05)

• Shifting Media Landscape

  • Rob details the evolution from traditional to digital marketing and the need for omnipresence:
    • "Marketing today is different than it was 25 years ago when I first started. Right. Digital is out of control... Now we have AI." (Rob Levine, 01:19)
  • The firm advertises across TV, radio, billboards, LSA, pay-per-click, Facebook, Instagram, and works to appear in AI search platforms.

• Streaming & OTT Advertising

  • Rob's firm advertises across most platforms (Paramount, Hulu, Amazon Prime) except Netflix, and sees value in OTT despite ad fatigue concerns.
  • Discussion on advertising saturation and the importance of frequency versus creative variety (Geico as an example).

• Medium Matters: TV vs. Radio vs. Billboards

  • TV builds "celebrity status" and personality; radio and billboards reinforce repetition for brand and name recall.
  • Rob emphasizes shifting from phone-number-focused jingles to name-based branding:
    • "The way people use their cell phones today, they don't need to know my phone number, they need to know my name." (Rob Levine, 06:12)

2. Intake Operations & Systems (07:05–17:32)

• Intake as the True Battleground

  • Many firms underestimate intake, focusing too much on legal work and neglecting the systems that convert leads to signed clients.

• Smart Intake Routing

  • Rob’s intake system prioritizes calls to the best closers; every intake agent is rated, and the top-performer gets the first available call.
  • Automation routes new client calls, vendors, and existing clients differently—never using IVR for clients, only for vendors.
    • "If I have 10 people... I want my best closer to answer the phone." (Rob Levine, 09:12)
    • Describes integration of phone system (RingCentral or similar) with case management systems (Filevine, Lead Docket, etc.) using APIs for real-time call routing and data syncing.

• Outbound Strategy

  • The aim is "one call, that's all"—close on the first call for best conversion.
  • Outbound follow-up is managed via CRM lifecycle, with automatic prompt to call/text/email as needed; intake team handles inbound and outbound seamlessly.
    • "Every day, your odds of converting them go down." (Rob Levine, 14:33)

• Handling High-Value Leads

  • For high-value cases (e.g., trucking), specific call groups ensure only the best-qualified agents handle the most complex or valuable intakes.

3. Tech & Integrations for Scale (12:46–21:14)

• Tech Stack

  • Integrates RingCentral (or similar VOIP), case management (SmartAdvocate, Filevine, etc.), and reporting dashboard (Domo).
  • Emphasizes necessity for open APIs and seamless data flow to reduce friction and maximize efficiency.

• Record Retrieval Innovation

  • Rob’s record retrieval service is fully integrated with major case management platforms; law firms need only complete three steps, and the rest is automated.
  • Game-Changer: Electronic Health Records (EHR)
    • "EHR is free. Zero. The medical provider cannot charge for the medical record. There is no charge. And I get you the record in one day." (Rob Levine, 20:23)
    • Service connects to 80% of EHR portals; only one other company offers similar capability—and at a higher cost.

4. Staffing & Training—The Academy Model (21:26–24:21)

• International Staffing & Rob's Academy

  • Built full academy for case manager training: 12 weeks, full-time, exams, and live instructors—whether for his firm or for other law firms seeking staff.
    • "We built an academy... you go to my academy for 12 weeks. It's eight hours a day, five days a week, full time." (Rob Levine, 21:31)
  • All international hires must complete the program; only those who reach quality standards are placed.

• Fostering Symbiotic Culture

  • Emphasis on integrating remote/international hires fully into team culture to prevent turnover and increase performance.

5. Operations & AI for Scale (24:21–29:11)

• Structuring for Success

  • Rob’s firm separates pre-litigation from litigation; different roles, skills, and KPIs.
    • "I think it's very difficult for someone to be able to do both. I think there truly are separate skill sets..." (Rob Levine, 24:51)
  • Uses KPIs and bonuses to drive performance; every process is tracked and monitored for bottlenecks or inefficiencies.

• Data & AI Enablement

  • Reporting centralizes in Domo, with dashboards connected to all core systems.
  • New AI venture (Faster Outcomes): AI helps case managers and lawyers operate cases from start to finish. The AI system suggests missing information, assists with investigation, and manages medical management and litigation steps via pre-built "playbooks."
    • "I'm building the opposite [of demand letter AI], right? I want our AI system to help a case manager, help a lawyer run the entire case..." (Rob Levine, 27:23)

Memorable Moments & Quotes

• "You can't build celebrity status on radio. You can build lots of frequency. ...But it's not the same." (Rob Levine, 04:48)
• "If the phone rings, when I say I don't want it to round robin... I want my superstar." (Rob Levine, 09:12)
• "Never use an IVR for a client." (Rob Levine, 11:14)
• "The goal is one call, that's all... Because the minute we go to outbound... there's no way you're going to close as many people." (Rob Levine, 14:33)
• "EHR is free. Zero. The medical provider cannot charge for the medical record. There is no charge. And I get you the record in one day." (Rob Levine, 20:23)
• "We built an academy... Not just hiring anyone, it’s a real program." (Rob Levine, 21:31)

Timestamps for Key Segments

• 01:19 – Rob discusses modern marketing strategies for PI law firms
• 07:36 – Why intake often gets overlooked in law firm operations
• 09:12 – How Rob's team routes calls to top closers
• 12:46 – Integrating phone and case management systems
• 14:33 – Outbound lead management philosophy: "one call, that's all"
• 17:49 – Rob Levine Legal Solutions: Record retrieval, academy, and mastermind
• 20:23 – Disruptive EHR record retrieval process
• 21:31 – International staffing & in-depth academy training
• 24:51 – Division of pre-litigation and litigation roles for scale
• 27:23 – Bringing AI into case management workflow

Additional Resources

• Rob Levine Legal Solutions YouTube: Legal Intake Coaching
• Newsletter: Rankings.io
• Contact Rob Levine: rob@roblevine.com

This episode is a must-listen for any PI law firm owner or operator seeking scalable systems for intake, staff management, and operations—especially in a rapidly evolving legal tech and marketing landscape. Rob’s approach is highly actionable, data-driven, and focused on leveraging both human capital and technology for competitive advantage.