What are the responsibilities and job description for the Nutrition Counseling Operations Coordinator position at Mom's Meals?
Provide non-clinical operational support to the Nutrition Counseling team to improve workflow efficiency, reduce administrative burden for Registered Dietitians, and support timely coordination of client-related needs. This role serves as a central point of support for task and case coordination, issue resolution, outreach support, and cross-functional follow-up. The Operations Coordinator also helps strengthen standardized workflows, support operational changes, and identify process improvement opportunities that enhance team productivity.
Hourly Wage: $17.25-23.32/hour
Benefits
Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.
Benefits include:
-PTO, holiday pay and holiday of choice
-401(k) match
-Life insurance
-Short-term disability
-Health, dental and vision insurance
-Maternity/paternity leave
-Health savings account (HSA)
-Flex spending accounts (FSA) – health and dependent
\n- Manage and prioritize incoming support tasks, follow-ups, and operational requests submitted by the Nutrition Counseling team
- Review, resolve, and route non-clinical issues related to authorizations, contact information, demographic corrections, and other operational support needs
- Research health plan-specific authorization requirements, session guidelines, and benefit protocols to support accurate service coordination and escalate issues as appropriate
- Create, update, and route cases or tasks in Salesforce with clear background information, urgency, and requested action
- Coordinate with Intake, Customer Care, Pods, Logistics, RevCycle, and other internal teams to address meal change requests, delivery concerns, benefit-related follow-up, cancellation handoffs, and other operational issues
- Track unresolved items, delayed responses, and recurring process barriers and escalate trends or ownership concerns to leadership
- Use Teams chat, email, and other internal communication methods to support timely resolution and reduce fragmented follow-up across teams
- Support the transition from email-based workarounds to standardized Salesforce case and task workflows by identifying repeat issues, clarifying routing expectations, and assisting with workflow documentation
- Develop, document, implement, and maintain operational workflows, SOPs, call scripts, training materials, reference guides, onboarding resources, and process documentation to support operational readiness and consistency
- Monitor task volume, workflow patterns, and recurring administrative barriers and share process improvement opportunities with leadership
- Perform account audits and quality reviews within Salesforce to identify, investigate, and resolve authorization discrepancies, service appointment errors, documentation gaps, and workflow compliance issues
- Handle inbound calls and complete outreach attempts to clients, as assigned, to provide non-clinical support and help connect clients with an available Registered Dietitian when appropriate
- Provide supplemental call support during designated call blocks or when task volume allows, including warm handoffs and accurate routing of next steps
- Assist with pilot testing of new tools, technology updates, and workflow changes and maintain logs, trackers, and feedback needed to support implementation
- Support Registered Dietitians through operational process or technology changes by troubleshooting non-clinical barriers and reinforcing workflow expectations
- Support leadership with workflow optimization, reporting, audits, member mailings, and other operational coordination activities
- High school diploma or equivalent
- 2 years’ administrative, customer service, healthcare support, care coordination, or operations support experience
- Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment
- Strong verbal and written communication skills with ability to coordinate professionally across internal teams
- Proficiency with Salesforce, case management systems, call center software, Microsoft Office tools, or similar technology platforms
- Ability to learn new systems quickly, adapt to changing workflows, and support implementation of process changes
- Ability to identify workflow gaps, track follow-up, and maintain accurate non-clinical documentation
- Ability to handle sensitive information accurately and maintain confidentiality
- Associate's degree
- Experience supporting nutrition, clinical, telehealth, wellness, or care management teams
- Experience with Salesforce, Genesys, or similar systems
- Experience with queue management, task routing, workflow coordination, or cross-functional operational support
- Familiarity with authorization issues, outreach support workflows, meal change requests, delivery concerns, or client service operations
- Experience supporting pilot programs, operational changes, or process improvement initiatives
- Bilingual Spanish/English skills
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Salary : $17 - $23