Client Service Specialist

Client Service Specialist

Job Details

Work Location: Meals on Wheels - Massillon

Division/Department: Customer Care and Home Wellness Solutions

Reports to: Director of Home and Community Based Services

Status: Full-Time / Nonexempt

Who We Are

VANTAGE Aging is a non-profit focused serving older adults, a population that is often forgotten and left behind. We have programs to assist with all areas of life, including on the job training and digital training to build the skills needed to thrive in the modern workforce, home wellness care, and volunteer opportunities. We have a collaborative, community-centered culture and actively focus on creating a diverse, inclusive workplace. Our team is committed to creating a welcoming, friendly environment where our differences make us stronger. Women, minorities, individuals with disabilities and veterans are strongly encouraged to apply - you are welcome here!

Job Summary

Processes intake referrals for Meals on Wheels (MOW, including initial assessment and eligibility for enrollment. Provides administrative support and front-line customer service for incoming telephone calls, e- mails and mail requests from clients, case managers and anyone seeking program information.

Essential Job Functions

· Take referral calls for MOW; walk potential clients through the intake process and enter all information into the database. Provide customer service support and problem solving by answering program questions, determining cause of concerns and explaining the best solution, processing cancellations, expediting corrections, and following up to ensure resolution.

· Enter data into ServTracker system, ensuring all information is accurate, complete and updated as appropriate. Assist with MOW billing processes, process change slips, entering new congregate meals, and print meal labels as assigned.

· Process No-Answer-at-Door (NAAD) deliveries by calling emergency contacts or information case managers; follow up with client if there is no emergency contact listed. Contact client to follow up on any refused meals.

· Provide re-assessments of Title IIIC clients on a predetermined schedule. Document all APS meal following designated procedure.

· Assist with front desk/reception duties as assigned.

· Maintain tablets for MOW delivery routes, ensuring meals are synced to all tablets daily both pre and post-delivery. Check MOW service plans and authorizations from all funding sources; reconcile insurance approvals.

· Coordinate MOW home-delivered meal routing. Create welcome packets for new clients.

· Create meals in ServTracker by schedule each day. Address volunteer/driver comments on tablets each day.

· Weekly post units for billing and payroll.

· Maintains files and record systems. Pulls all records to meet audit requirements.

· Other tasks as assigned

Core Competencies (Requires Annual Assessment)

• Valid Ohio driver’s license and insurability by the company.
• Completion of all required trainings.
• Clean Ohio MVR
• Ability to pass periodic background investigation as required by funding source.
• Accurate payroll reporting, metrics, and KPIs.

Education and/or Work Experience Requirements

· High school diploma or equivalent required.

• Customer Service experience preferred; experience in a healthcare setting serving older adults a plus.
• High level of organization and detail-orientation; strong ability to multi-task, prioritize, and manage time effectively.
• Must be proficient in Microsoft Office Suite products.
• Ability to read and understand directions in English.