Enrollment & Client Care Coordinator

Meals-On-Wheels-of-Central-Indian; Indianapolis (IN); On-site; USD 42,000 - 55,000; Full time

Job summary

Meals on Wheels of Central Indiana is seeking a Client Services & Enrollment Coordinator to guide clients from initial enrollment through ongoing care coordination, ensuring smooth transitions between enrollment, service delivery, and daily experiences.

The role manages enrollment, maintains a defined client caseload, and delivers scheduled CX coverage while coordinating with dietitians, care teams, and program staff to meet client needs.

Qualifications

• 2+ years of experience in client services, healthcare, social services, enrollment, customer service, or a related field preferred.
• Strong interpersonal skills and the ability to communicate with clients, caregivers, volunteers, and community partners with patience and respect.
• Highly organized with strong attention to detail and the ability to manage multiple priorities and follow-up needs.
• Comfortable learning and navigating enrollment, eligibility, and documentation processes; Medicaid experience is a plus but not required.
• Strong computer skills and ability to learn client databases and other technology systems.
• Ability to handle confidential and sensitive information appropriately.
• Strong problem-solving skills and willingness to step in and help when client needs or daily operations change.
• High school diploma or equivalent required; additional education or relevant training is a plus.
• Commitment to providing a positive, respectful experience for every client.

Responsibilities

• 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.
• 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.
• 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.

Skills

Interpersonal skills

Organization

Attention to detail

Problem-solving

Teamwork

Discretion

Education

High school diploma or equivalent

Job description

Meals on Wheels of Central Indiana is seeking a Client Services & Enrollment Coordinator to guide clients from initial enrollment through ongoing care coordination, ensuring smooth transitions between enrollment, service delivery, and daily experiences.

The role manages enrollment, maintains a defined client caseload, and delivers scheduled CX coverage while coordinating with dietitians, care teams, and program staff to meet client needs.