Client Services & Enrollment Coordinator Job Indianapolis Indiana USA,Customer Service/HelpDesk

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 elevate 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…