Position Summary:

The Client Services & Enrollment Coordinator supports clients from their initial enrollment into MOWCI services through ongoing care coordination. The position manages new client enrollment, maintains a defined client caseload, and provides scheduled support in Client Experience (CX).

By working across enrollment, Client Services, and CX, the Coordinator helps create continuity between how clients enter MOWCI, their daily service experience, and the ongoing support they receive as their needs change.

Key Responsibilities:

Client Enrollment:

Coordinate enrollment of new clients into MOWCI services, with primary responsibility for Medicaid-funded client enrollment.
Communicate with prospective clients and referral sources to gather required information and documentation.
Complete enrollment processes accurately and timely so eligible clients can begin services.
Verify that required client, referral, authorization, and service information is complete.
Coordinate with the Medicaid Billing Contractor to ensure information required for billing is complete and appropriately documented.
Communicate service expectations and relevant program information to new clients.
Coordinate with appropriate MOWCI staff to support a smooth transition from enrollment to service delivery.
Maintain accurate enrollment records and documentation.
Identify and escalate enrollment barriers or recurring issues to the Client Services Program Manager.

Client Services & Care Coordination:

Maintain a defined caseload of clients as assigned by the Client Services Program Manager.
Serve as a consistent point of contact for assigned clients.
Complete required client assessments, follow-up, and documentation.
Monitor changes in client needs, service utilization, and circumstances that may affect successful participation in MOWCI services.
Connect clients with appropriate MOWCI programs, resources, and community supports.
Coordinate with the Registered Dietitian, Client Services team, Client Experience, and other staff when additional support is needed.
Maintain timely and accurate client records.
Escalate significant changes or concerns according to established procedures.

Client Experience Coverage:

Provide scheduled daily CX coverage, particularly during morning service hours before volunteer coverage begins.
Respond to client calls, questions, service concerns, and immediate needs.
Assist with meal delivery concerns and other time-sensitive service issues.
Support drivers and volunteers in the field when client or delivery questions arise.
Document and communicate issues requiring additional follow-up.
Recognize when an immediate CX concern indicates a broader client need and connect the client to appropriate Client Services support.
Work collaboratively with the Client Experience Specialist to maintain responsive and consistent daily service.
Provide CX coverage during planned staff absences and other identified coverage needs.

Program Connection & Client Referrals:

Maintain working knowledge of MOWCI programs and services to help connect clients with appropriate resources.
Identify clients who may benefit from additional programs or supports and communicate those opportunities to the appropriate program staff.
Partner with the Program Quality & Support Coordinator and Client Experience Specialist when clients may be appropriate for Friendly Visitor or other program opportunities.
Share recurring client concerns, barriers, or service trends with the Client Services Program Manager.

Documentation Coordination:

Maintain accurate, timely client enrollment, service, and case documentation.
Support collection of information needed for program reporting and quality improvement.
Follow confidentiality, HIPAA, Medicaid, and organizational requirements related to client information.
Participate in Client Services meetings, trainings, cross-training, and quality improvement activities.
Maintain effective communication across Client Services, CX, Logistics, Nutrition, and other departments involved in client service.

Core Competencies:

Client-centered communication and service.
Strong organization and follow-through.
Attention to detail and documentation accuracy.
Ability to manage both planned and unexpected priorities.
Comfort working in a fast-paced, client-facing environment.
Problem-solving and sound judgment.
Ability to transition between real-time CX responsibilities and focused client work.
Teamwork and cross-department collaboration.
Discretion with confidential client information.

Work Environment:

This position works primarily on-site and has responsibilities in both Client Experience and Client Services. The Coordinator will have a primary workspace within Client Services and use the designated CX workstation during scheduled CX coverage. Regular morning CX coverage is an essential component of the position. The employee must be comfortable moving between immediate service needs and focused enrollment and client coordination responsibilities throughout the workday.

Qualifications:

2+ years of experience in client services, healthcare, social services, enrollment, customer service, or a related field preferred.
Strong interpersonal skills and the ability to communicate with clients, caregivers, volunteers, and community partners with patience and respect.
Highly organized with strong attention to detail and the ability to manage multiple priorities and follow-up needs.
Comfortable learning and navigating enrollment, eligibility, and documentation processes; Medicaid experience is a plus but not required.
Strong computer skills and ability to learn client databases and other technology systems.
Ability to handle confidential and sensitive information appropriately.
Strong problem-solving skills and willingness to step in and help when client needs or daily operations change.
High school diploma or equivalent required; additional education or relevant training is a plus.
Commitment to providing a positive, respectful experience for every client.

Equal Opportunity:

Meals on Wheels of Central Indiana is an equal opportunity employer committed to building a diverse and inclusive team.

Meals on Wheels of Central Indiana

Client Services Program Manager

About the Job