Client Services & Intake Specialist

Client Services & Intake Specialist Allies in Aging Billings, MT Job Details Full-time $17.75 - $21.50 an hour 3 hours ago Benefits Health savings account AD&D insurance Health insurance Dental insurance Paid time off Employee assistance program Vision insurance Life insurance Retirement plan Qualifications Teamwork Customer service Writing skills Copy machines Administrative experience High school diploma or GED Data entry Organizational skills Front desk Telephone systems Full Job Description Job Summary The Client Services & Intake Specialist serves as a welcoming first point of contact for older adults, families, caregivers, community partners, and visitors seeking support through Allies in Aging. This position provides professional front-line customer service by answering calls, greeting walk-in clients, responding to inquiries, scheduling appointments, and helping connect individuals with appropriate agency programs and community resources. This role requires a warm, engaging, organized, and service-minded individual who can manage a high volume of communication while maintaining accurate records, supporting staff calendars, and ensuring clients experience a smooth and respectful intake process. The ideal candidate is dependable, compassionate, detail-oriented, and comfortable balancing reception, administrative coordination, and basic intake support. Essential Duties & Responsibilities Front Desk, Client Service & Communication Serve as a professional and welcoming first point of contact for clients, family members, caregivers, visitors, and community partners. Answer incoming calls, return voicemails, and respond to general inquiries in a timely and courteous manner. Greet and assist walk-in clients and individuals with scheduled appointments. Provide basic information about agency programs, eligibility guidelines, and available community resources. Use active listening and a calm, supporting approach when assisting individuals who may be confused, overwhelmed, or in need of support. Respond to emails and in-person inquiries with professionalism, accuracy, and clarity. Mail new participants letters and other client communications as needed. Maintain a welcoming, organized, and client-centered front-office experience. Intake & Referral Support Complete initial intake conversations to gather basic client information and understand the reason for contact. Assist clients in identifying the appropriate program, service, or staff member based on their needs. Receive, document, and process referrals from community partners. Schedule appointments for Resource Center staff and screenings for the Community Health Worker. Coordinate with internal staff and external partners to support smooth client handoffs. Use good judgment to recognize urgent or sensitive situations and escalate concerns to the manager or director. Support follow-up communication with clients as needed. Scheduling, Records & Administrative Support Maintain accurate client information in Capstone and other tracking systems. Update program-specific tracking sheets and service documentation. Maintain multiple staff calendars and ensure scheduling accuracy. Generate basic reports and assist with data tracking as requested. Support bulk mailings, event communications, and general office projects. Use Microsoft Teams and other office systems to communicate effectively with coworkers. Maintain confidentiality and follow all applicable privacy expectations, including HIPAA-related requirements. Team Support & Collaboration Participate in morning huddles, staff meetings, and Resource Center meetings. Attend Information & Assistance trainings and other relevant agency training courses. Assist with special events, outreach activities, and community-facing efforts as needed. Contribute to a positive, helpful, and professional team environment. Perform other duties as assigned.

Supervisory Responsibilities:

This position has no supervisory responsibilities. Minimum Qualifications (Experience/Education): High school diploma or equivalent required. Associate degree or coursework in human services, office administration, social services, communications, or related field preferred. Prior experience in reception, customer service, administrative support, office support, nonprofit services, or social services required. Experience working with older adults, caregivers, or vulnerable populations preferred. Must successfully pass a national background check. Knowledge, Skills & Abilities Warm, professional, engaging, and helpful communication style. Strong customer service and phone etiquette. Ability to remain calm, patient, and respectful when assisting individuals with complex needs. Strong attention to detail and accuracy in data entry. Ability to manage multiple calls, appointments, calendars, and follow-up tasks. Good judgement and ability to escalate concerns appropriately. Strong organizational and time management skills. Strong working knowledge of Microsoft Office Suite.

Working Conditions:

Must be able to remain in a stationary position for prolonged periods of time Primarily office-based with moderate noise levels Must be able to operate a computer, phone system, copier, printer, and other office equipment. Must be able to communicate clearly in person, by phone, and in writing. Ability to exchange accurate information with clients, staff, and community partners. Occasional physical activity includes lifting up to 50 lbs. and brief periods of standing, walking, or stooping.

Pay:

$17.75 - $21.50 per hour

Benefits:

AD&D insurance Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Are you able to perform the essential functions of the job for which you are applying, with or without a reasonable accommodation? (Yes or No)

Education:

High school or equivalent (Required)

Work Location:

In person