HDM Office Staff - #176352

Description

Meals on Wheels (MOW) provides nutritious meals delivered to the homes and congregate sites of seniors in the Greater Cincinnati, Northern Kentucky and Greater Dayton community. The MOW program supports independence while promoting the social, physical, and emotional well-being of seniors. The Meals on Wheels Customer Care Representative is a full-time, Monday - Friday days only position in which the Associate is responsible for providing high-level customer service and maintaining program best practices in a fast-paced environment serving older adults. This individual will be an expert on the daily operations of the Customer Care center. Medical, dental and vision benefits available day one. Ten paid holidays per year and paid time off accrual starts day one. Experience with ServTracker a plus. $17 per hour to start.

PRIMARY FUNCTION: Handles meal-related phone calls, correspondence and scheduling. Customer Care works with Case Managers, clients, and funders as well as MOW drivers, distribution, kitchen and billing staffs. Customer Care also provides customer support for pilot programs.

TYPICAL WORK CONDITIONS: Work is performed in an office environment with heavy use of telephones and computer systems.

Essential Job Functions

• Handle all high-priority situations immediately through the appropriate channels.
• Work directly with clients/case managers with the ability to identify potential safety issues and escalate appropriately.
• Enter services for eligible clients. This includes answering phone calls/emails, data entry and documentation as needed.
• Comply with funder and departmental reporting and documentation requirements.
• Establish effective communication in order to understand client needs and fulfill them as far as is practical. Communicate needs not served by MOW to Case Managers or other appropriate individuals.
• Accurately complete daily, weekly, monthly, quarterly and annual responsibilities, and document work as required. May include running ServTracker reports and maintaining spreadsheets.
• Communication with clients, Case Managers, funders, and co-workers should be in a courteous and professional manner at all times.
• Work with Senior Services team members and others to analyze and implement process improvements as needed.
• Assist with preparing for audits.
• Client’s Rights Must be able to maintain the confidentiality of all client information under HIPAA.
  
  

Qualifications

• Associate’s degree and/or three (3) years related job experience.
• Computer literate (Microsoft applications such as Word, Excel, Outlook) and have the ability to learn and utilize computer database programs and other technology as needed.
• Detail-oriented with strong administrative skills.
• Able to multi-task.
• Flexible and able to adopt changes in operational procedures.
• Strong work ethic and desire to accomplish job tasks to the best of ability.
• Strong, Caring Customer Service Attitude.
• Ability to make independent decisions when circumstances warrant.
• Must possess the ability to deal tactfully with clients, personnel, family members, visitors, government agencies/personnel and the general public.
• Ability to work with minimum supervision.
• Must pass a pre-employment criminal background check and alcohol/drug screen.
  
  

Physical And Sensory Requirements

• Subject to frequent interruptions.
• Provide services in a friendly and compliant manner.
• Ability to calmly handle hostile and emotionally upset clients, family members, etc.
• Work in an office environment.
• Bend, lift, move and sit for extended periods of time during working hours.
• Ability to ascend and descend stairs.
• Attend and participate in continuing education programs.
• Be willing to work the hours necessary to perform tasks to completion. Working hours are typically 8a-4:30pm Monday-Friday.
• Perform other duties as assigned.
• Have the ability to cope with the mental and emotional stress of the position.
• Must be in general good health and demonstrate emotional stability.
• Have the ability to lift, push and pull in excess of twenty-five (25) pounds.
• Have the ability to read, write, speak and understand the English language.