General Role and Function:
Manage, maintain, and update all client files processed in Client Services department, handle incoming calls from clients and applicants and enter all data for the client files. Works closely with individual client coordinators to maintain a smooth flow of work throughout the department. Works with the Routing Coordinator and Community Engagement team to solve any issues that arise with clients, drivers, and routes.
Key Tasks and Responsibilities:
- Data entry of new client information into the in-house database, verify client eligibility according to agency funding requirements by ensuring that all client file discrepancies are corrected.
- Answer incoming calls from clients and applicants and aid with program service questions, problems, and eligibility. If unable to answer a question, then escalate to the correct person and/or department.
- Report and record client complaints according to organization and program services policy.
- Review driver route sheets at the end of daily delivery and record not-at-home in ServTracker archive. Data entry into ServTracker and Excel spreadsheets (long holds, not at homes, cancelations, etc.).
- Process next day route sheets.
- Assist with the holiday meal delivery logistics and data entry.
- Manage client cancellations and corresponding documentation and data entry.
- Maintain file documents in client folders and participate in the end of year clean up.
- Other duties as assigned by management.
Qualifications and Education Requirements:
- High school diploma or equivalent combination of education and experience.
- Bilingual (English/Spanish) preferred.
- Excellent interpersonal, written, and verbal communication skills.
- Excellent office administration skills with an advanced knowledge of Microsoft Office programs.
- Good time management and map reading skills.
- Ability to deal with sensitive and confidential information discreetly in a professional manner.
- Intermediate knowledge of office equipment including phone, computer, fax, copier and scanner.
- Must have reliable, personal vehicle and a valid Driver’s License, good driving record, and applicable insurance coverage required by the company policy.
- Team player with the ability to work independently.
- Commitment to our mission of serving our seniors, each other, and our community to promote the dignity and independence of our clients and their needs.
Physical requirements:
- Have mobility to work in a standard office setting and to use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
- Able to work at a desk and computer screen for extended periods of time; anticipated that the person may spend several hours of each day seated at a computer.
- Ability to work in a highly stressful environment dealing with a wide variety of challenges, deadlines, and diverse employee population.
- Able to occasionally lift up-to fifteen (15) pounds to move office supplies or other equipment.
