Intake & Client Services Specialist

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

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.