Client Services Intake Specialist

Job Summary:

Responsible for client intake process by receiving and logging incoming calls from clients and referral sources, accessing their needs through a telephone interview, determining their eligibility, and processing them for new services. Working in the call center to aid Home Delivered Meal clients (new and existing) and volunteers that are delivering meals as needed. This position requires completing paperwork, managing client information in AIMS our internal database, processing new client referrals and other office procedures to support the Client Services Supervisor.

Major Responsibilities: 

1. Receive and log incoming calls from clients and/or referral sources such as family, medical providers, home health care agencies, Senior Connection Center, etc.
2. Maintain multiple logs such as Referrals to Call Log or completed registrations to reflect actions taken with new clients. Initiate and return calls to all referrals in a timely manner and in the order in which they are received.
3. Check the Cognito incoming requests daily for home delivered meals (HDM). Complete registrations. Forward requests to other staff members as appropriate for other programs.
4. Conduct client interviews to assess their individual needs based on client demographics and other criteria to determine their eligibility for services. Complete Client Demographic Data form in the detail necessary including housing status, referral source, etc.
5. Provide alternative suggestions for those clients that do not meet the criteria (age, location, etc.).
6. Enter client demographic information into AIMS database and send all new client data and information to Client Services Specialists to update services for new clients.
7. Confirm details of our HDM meal policies and procedures, eligibility as well as assessment information with client and/or client family member to ensure accurate understanding of our programs.
8. Maintain a positive relationship with local agency resources, alternative programs which provide additional assistance and parallel agencies such as Manatee County Government Aging Services
9. Stay informed of the changing funding source details, software such as AIMS, and HDM/congregate requirements to ensure accuracy.
10. May perform other duties as required by workload or supervisor. The following activities such as Call Center, new client route assignments among others support the MOWP Client Programs and may be assigned as needed.

Minimum Requirements

• Associates or higher degree.
• MS Office Suite.
• Minimum of 2 years’ experience in a related field.
• Interest in programs designed to assist older Americans.
• Must be at least 23 years old and have a good driving record to meet Meals on Wheels PLUS of Manatee’s insurance requirements.

Special Skills, Tools, Technology Requirements

1. Bilingual and able to read, write and speak English & Spanish proficiently is preferred.
2. Ability to work well in groups.
3. Excellent telephone and interpersonal skills.
4. Proficiency in computer skills (i.e.  Microsoft Office Suite and Data Management Programs).
5. Must be able to multi-task and pay close attention to detail.
6. Must be able to accurately follow  procedures (verbal and written).
7. Must have good oral and written communication skills.
8. Knowledge of typing, filing, and use of office equipment
9. Must be able to stand and sit for long periods of time.
10. Must have a proven ability with alpha and numeric accuracy.
11. Must be able to bend, lift, carry, push, and pull up to 25 lbs., or 50 lbs. with assistance.
12. Will be trained in HIPAA and must comply with all HIPAA requirements.
13. Confidentiality due to the nature of the position

Classification: Non-Exempt, 40 HR/Week, M-F/8:30-5:00

Job Reports To: Client Services Supervisor

Next Level: Client Services Manager

MOWP is a “Drug Free" workplace. Drug testing is mandatory, with a required “negative" result for all federally recognized drugs, including medically prescribed cannabis. All applicants considered for this position are subject to a Level II background check and must be authorized to work in the United States. References are required.

Meals On Wheels PLUS of Manatee, Inc. is an equal opportunity employer. In accordance with anti-discrimination laws, it is the purpose of this policy to effectuate these principles and mandates. MOWP prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.