Intake & Client Services Assistant

Description

Organizational Overview  

Meals on Wheels of RI’s mission is to meet the nutritional and special needs of older adults and other eligible populations in order to help them maintain their independent lifestyles.  

We envision a Rhode Island where all seniors live nourished lives with independence and dignity.  

Since 1969, Meals on Wheels of RI has worked to address the issues of food insecurity and social isolation as risk factors for negative health outcomes amongst homebound older adults. Through nutritional and other programming, the organization works to empower seniors across the state to live healthier, safer, and happier lives as they age with independence.  

The core values of our organization are: Empathy, Dedication, Respect, Accountability and Excellence. 

Summary  

The Intake & Client Services Assistant supports the day-to-day operation of Meals on Wheels of RI’s Home-Delivered Meal Program. This includes assisting with the coordination of the home-delivered meals and delivery routes, with a primary focus on client intake, eligibility determination, and service activation processes providing phone support, and customer service.  

This is a full-time position; Monday through Friday with core hours of 8:30 a.m.-4:00 p.m. 

Essential Duties and Responsibilities  

• Serve as primary point of contact for all new client referrals and intake inquiries 
• Conduct intake screenings, eligibility assessments, and collect required documentation
• Conduct Medicaid eligibility verification and ongoing coverage checks to ensure accurate billing, compliance, and uninterrupted client services 
• Provide responsive client and donor support, including handling inquiries, resolving issues, and maintaining positive relationships through phone and written communication  
• Assist with coordination of delivery routes 
• Ensure accurate and timely client onboarding 
• Maintain compliance documentation 
• Support the activities of day-to-day of the Home-Delivered Meal Program 
• Take client referrals, cancellations, restarts, no answers, etc. from various sources and input said information into the database system 
• Prepare correspondence and information for clients, including but not limited to new start packets, birthday cards, menus, etc.  
• Update referral records pertaining to missing or incorrect information. 
• Assist in notifying new clients and/or their guardians of the start date, review the guidelines for the meal program and activate and update status utilizing the SERVtracker program 
• Provide assistance and serve as back-up to other team members as needed 
• Participate in team meetings and special events 
• Other duties, per the ever-changing needs of the organization 

Requirements

Knowledge, Skills and Abilities  

• Commitment to Meals on Wheels of RI mission & values  
• Commitment to a work environment that promotes DEI practices 
• Possesses high energy, positive attitude, dedication  
• Embraces teamwork and flexibility 
• Shows attention to detail, organizational skills and the ability to multitask  
• Offers a high degree of initiative 
• Computer proficiency (MS Excel, Word, and database programs) 
• Sound professional judgment, an exemplary moral compass, exceptional personal integrity, and high ethical standards that engender trust, and proven leadership capabilities 
• A proven ability to identify, navigate, and successfully interact within the dynamics of a fast-paced environment 

Education and Experience  

• 1-3 years of experience in a nonprofit setting 
• High School degree or equivalent education or experience 
• Experience working with older adults 
• Community Health Worker Certification, preferred 
• Clear results of a background and motor vehicle record check 

Work Environment 

Work is performed in a building. The noise level in the work environment is usually moderate and the environment is sometimes fast paced. Protocol for safety and security is a priority. Occasional work after normal business hours. Must be able to drive to other locations such as external meetings, within the state. 

Physical Demands 

While performing the duties of this job, the team member is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands; balance, stoop, kneel or crouch; and talk or hear. The team member must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Disclaimer 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.