Client Services Assistant - Part-time

AgeWell Services of West Michigan; Muskegon (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

AgeWell Services of West Michigan in Muskegon, MI is seeking a Centralized Intake Team Member to serve as the primary contact for individuals seeking Meals on Wheels services, Senior Dine, and related programs. This role screens, assesses when needed, and tracks client access to services, guiding them from initial contact through connection and termination.

You will maintain accurate records, educate clients, coordinate with staff, and ensure a closed-loop referral process.

Qualifications

• High School Diploma or Equivalent required.
• Strong communication and active listening skills.
• Proficiency with client records management systems/database.
• Ability to multitask accurately.
• Empathy and professionalism.
• Experience in customer service preferred.
• Experience in intake processes preferred.

Responsibilities

• Serve as the first point of contact for referrals, inquiries, and service requests.
• Provide clear, compassionate communication to clients, caregivers, and referral partners.
• Educate clients about services and program requirements.
• Conduct comprehensive intake to assess client needs, eligibility, and preferences.
• Collect and maintain demographic, medical, and service data in the records management system.
• Match clients to appropriate services and coordinate with internal staff to initiate services.
• Facilitate a warm hand-off for high-risk individuals.
• Escalate cases to Case Coordinator when necessary.

Skills

Strong communication

Active listening

Empathy

Professionalism

Multitasking

Attention to detail

Education

High School Diploma or Equivalent

Tools

Client records management systems

Job description

Make more than a paycheck. Make a difference.

Thank you for your interest in joining AgeWell Services.

Location: Muskegon, MI

Job Id:196

# of Openings:1

Make more than a paycheck--join our dynamic team and make a difference!

The Centralized Intake Team Member serves as the primary point of contact for individuals seeking services through Meals on Wheels (MOW), Lunch and Activity Centers; including Senior Dine, Senior Medical Transportation, and the Safe Seniors Program. This position is responsible for screening, assessing (in some instances) and tracking client access to appropriate services, ensuring a seamless, person-centered intake process from initial contact through service connection and Termination. The Team Member ensures referrals are provided as needed through a closed-loop process, documenting final terminations and referrals from each program.

Duties & Responsibilities:

• Serve as the first point of contact for all incoming referrals, inquiries, and service requests.
• Provide clear, compassionate communication to clients, caregivers, and referral partners.
• Educate clients about available services and program requirements.
• Conduct comprehensive intake to assess client needs, eligibility, and preferences.
• Collect and maintain accurate demographic, medical, and service-related information in the client records management system
• Match clients to appropriate services
• Coordinate with internal staff to initiate services
• Facilitate a warm hand-off when needed for high-risk individuals
• Escalate cases to Case Coordinator when necessary

Required Qualifications or Knowledge, Skills and Abilities

• High School Diploma or Equivalent
• Strong communication and active listening skills
• Proficiency with client records management systems/database
• Ability to move from one task to another efficiently and with accuracy in work
• Ability to empathize
• Professionalism

Preferred Qualifications

• At least one year of Customer Service is preferred
• At least one year experience in intake processes preferredA least one-year experience in aging services or social services
• Office setting with frequent phone and computer use. Work is sedentary in nature. Interaction with vulnerable populations requires discretion or sensitivity.

Equal Opportunity Employer

We are an equal opportunity employer and prohibit discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, age, disability, marital status, height, weight, veteran status, or any other status protected by applicable law

Please note that all team members must successfully pass background checks.