Client Navigator
Not Disclosed•Full-TimeOn-site
location_on1514, East 25th Street, Downtown Cleveland, Goodrich-Kirtland Park, Cleveland, Cuyahoga County, Ohio, 44114, United States
Purpose of the Role
This position serves as a vital frontline resource for individuals seeking assistance through the Home Energy Assistance Program (HEAP), Percentage of Income Payment Plan Plus (PIPP Plus), and Fuel Fund utility assistance. The core mission is to guide customers through the application process while ensuring strict adherence to agency, local, state, and federal regulations, guidelines, and policies.
Day in the Life
You will be the first point of contact for our community, opening the office each morning to greet customers and address their questions, concerns, and complaints with efficiency and empathy. Your day involves a dynamic mix of direct interaction and administrative precision: answering phone inquiries, screening callers, and coordinating with the Interactive Voice Response System to direct clients to the appropriate resources.
For those unable to navigate the automated system, you will personally schedule appointments and ensure callers understand the necessary documentation required for their visits. A significant portion of your time will be dedicated to managing the application workflow, including scanning, uploading, and distributing customer documentation to facilitate benefit determinations. You will also maintain accurate records by preparing various logs, reports, and statistical data on customer interactions.
Beyond daily operations, you will actively participate in agency meetings and professional development trainings, conferences, and seminars to continuously enhance your skills and stay current with evolving procedures.
Hiring Process & Requirements
Candidates must successfully complete pre-employment and continued employment assessments, which include fingerprinting, drug testing, medical examinations, and background checks.
Our Commitment to Diversity
Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency is committed to providing reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
Work location
Work model: On-site
1514, East 25th Street, Downtown Cleveland, Goodrich-Kirtland Park, Cleveland, Cuyahoga County, Ohio, 44114, United States
Cleveland, Ohio
Key Responsibilities
- check_circleScreen ineligible applicants and refer them to appropriate resources for their specific needs
- check_circleSchedule appointments for customers unable to use the automated system and inform them of documentation requirements
- check_circleUtilize end-user software to verify and initiate the customer appointment process
- check_circlePrepare various documents, reports, logs, sign-in sheets, and records for agency vendor and complaint tracking
- check_circleAnswer phone inquiries, direct clients to appropriate sources, and coordinate with the Interactive Voice Response System
- check_circleScan, upload, and distribute customer-provided documentation to facilitate benefit application determinations
- check_circleAttend agency meetings, professional development trainings, conferences, and seminars to enhance job skills
- check_circleProvide timely customer service by greeting clients and handling inquiries, concerns, and complaints
Requirements
- verifiedHigh School Diploma or GED
- verifiedOne year of work experience in customer service, clerical, or related field
- verifiedSuccessful pre-employment assessments including fingerprinting, drug testing, medical examinations, and background checks
Similar Job Opportunities
Skills, education and keywords
Skills: Customer Service, Clerical, Interactive Voice Response System.
Education: High School Diploma or GED required, or equivalent combination of education, training, and experience.
Frequently asked questions about Client Navigator at StepForward, Inc
What does a Client Navigator at StepForward, Inc do?expand_more
A Client Navigator at StepForward, Inc is responsible for the following: Screen ineligible applicants and refer them to appropriate resources for their specific needs; Schedule appointments for customers unable to use the automated system and inform them of documentation requirements; Utilize end-user software to verify and initiate the customer appointment process; and Prepare various documents, reports, logs, sign-in sheets, and records for agency vendor and complaint tracking.
What are the requirements for this Client Navigator role?expand_more
StepForward, Inc is looking for candidates who meet the following requirements: High School Diploma or GED; One year of work experience in customer service, clerical, or related field; and Successful pre-employment assessments including fingerprinting, drug testing, medical examinations, and background checks.
Where is the Client Navigator role at StepForward, Inc located?expand_more
Client Navigator at StepForward, Inc is based in 1514, East 25th Street, Downtown Cleveland, Goodrich-Kirtland Park, Cleveland, Cuyahoga County, Ohio, 44114, United States. This is a on-site role.
Is this Client Navigator job remote, hybrid, or on-site?expand_more
StepForward, Inc has listed this Client Navigator role as on-site.
How much experience is required for this Client Navigator role?expand_more
Candidates for Client Navigator at StepForward, Inc should have entry level.
What skills do you need for the Client Navigator role at StepForward, Inc?expand_more
Key skills for Client Navigator at StepForward, Inc include Customer Service; Clerical; and Interactive Voice Response System.
What education is required for Client Navigator at StepForward, Inc?expand_more
Educational requirements for this role: High School Diploma or GED required, or equivalent combination of education, training, and experience.
What category does the Client Navigator role belong to?expand_more
Client Navigator at StepForward, Inc is part of the admin job category on Recrutus.
About StepForward, Inc
StepForward, Inc operates within the Health, Wellness & Fitness industry, providing specialized software solutions designed to optimize healthcare operational efficiency. The company's platform integrates directly with existing IT infrastructure to address revenue leakage issues common in medical practices. By automating patient scheduling workflows, the system ensures that every individual requiring treatment can successfully book an appointment with a qualified specialist, thereby maximizing clinic capacity and reducing missed opportunities.
Browse more roles: All StepForward, Inc jobs, admin jobs on Recrutus.