Client Services Coordinator II

Position Summary: The Client Services Coordinator II serves as team lead support and a direct contact for clients and referral partners to enroll, recertify and discharge Maryland residents in Moveable Feast services. The Coordinator II schedules medical transportation appointments for clients in Baltimore City who are eligible for transportation services. They work closely with drivers & volunteers to ensure timely and satisfactory delivery of all home-delivered meals. They also provide ongoing information to clients so that they have the most up-to-date and accessible information about their services.

ESSENTIAL DUTIES & RESPONSIBILITIES

Client Intake

· Determines eligibility and conducts initial intake to enroll new clients in service.

· Provides new clients with an orientation to services.

· Responds to client inquiries and questions and resolves issues to ensure continued quality service for all clients.

· Communicates regularly with referral partners and case workers regarding client eligibility and documentation and assists them with understanding the intake process and paperwork.

· Ensures that all client documentation for new referrals is complete and entered into the database.

· Conducts outreach as needed to engage potential new clients for enrollment into services in order to meet target number of clients enrolled in service.

Client Recertification and Discharge

· Tracks recertification requirements and identifies clients in need of recertification.

· Conducts the client recertification process for all services including mailing of relevant forms, tracking compliance and conducting outreach to clients and their medical providers when needed.

· Works with clients and partners to understand the recertification process and why it is needed.

· Ensures that all client documentation is up-to-date and entered into the database.

· Manages client discharge from services at end of service term including providing referrals for additional services as needed.

Client Support

· Provides daily communication with clients and delivery drivers regarding scheduling and delivery of services.

· Provides excellent customer service to all Moveable Feast stakeholders, including clients, referral sources, volunteers and community members in order to resolve issues and increase access to services for clients who meet eligibility.

· Serves as customer service lead for department, prior to the involvement of a manager.

Medical Transportation

· Determines eligibility and conducts initial intake to enroll new clients in service.

· Provides new clients with an orientation to services.

· Confirms medical transportation scheduling with case managers & clients.

· Responds to client inquiries and questions and resolves issues to ensure quality transportation service for all clients.

· Communicates regularly with referral partners and case workers regarding client eligibility and documentation and assists them with understanding the scheduling process and paperwork.

· Ensures that all client documentation for new referrals is complete and entered into the database.

Clerical and Administrative

· Maintains accurate written and database case notes and documentation of clients receiving agency services.

· Maintains accurate and up to date client and service provision data (including route information, service jurisdictions, services provided, and service funding sources).

· Prepares reports regarding client services including data entry into CAREWare, Client Track, and collection of client outcomes data.

· Performs clerical and administrative support for the Client Services, Nutrition and Transportation Departments as needed.

· Maintains an organized filing system for meal delivery and transportation services.

Managing Volunteers and Training

· Managers workplans for and supervises volunteers and interns conducting business for the department.

· Under the direction of the manager, assists in training new staff in the functions of the department.

Other Duties:

· Assists with organizing Moveable Feast events as required.

· Adheres to all Federal Health Insurance Portability and Accountability Act (HIPAA) regulations, by protecting the privacy and security of all patient/client health information.

· Knowledge of and adherence to Moveable Feast’s Personnel Policies and Procedures.

· Other duties and responsibilities as assigned or requested.

EDUCATION & EXPERIENCE

· High school diploma or equivalent required.

· At least 4 years of experience working or volunteering in a nonprofit organization, healthcare or human services field preferably in dealing with client/patient customer services.

· Additional certifications or credentials directly related to the position in areas such as Excel, customer service, client database management, or conflict resolution preferred.

· Prior work or volunteer experience working with diverse and marginalized populations.

KNOWLEDGE, SKILLS, & ABILITIES

· Commitment to the mission and values of Moveable Feast.

· Bilingual in English and Spanish preferred

· Attention to detail and ability to multitask.

· Must adhere to high ethical standards of integrity and discretion in working with confidential information.

· Excellent customer service skills.

· Achieves certification or specialized level of training in an area related to the position.

· Demonstrated proficiency with Microsoft Outlook, Word, Excel, PowerPoint, SharePoint and Teams for calendaring, correspondence, presentations, special reports, spreadsheets, etc.

· Must possess strong time management and organizational skills with ability to prioritize tasks effectively.

· The ability to work in a fast-paced environment.

· Ability to work independently and with a team.