Nutrition Counseling Operations Coordinator

Position Responsibilities may include, but not limited to

Manage and prioritize incoming support tasks, follow-ups, and operational requests submitted by the Nutrition Counseling team

Review, resolve, and route non-clinical issues related to authorizations, contact information, demographic corrections, and other operational support needs

Research health plan-specific authorization requirements, session guidelines, and benefit protocols to support accurate service coordination and escalate issues as appropriate

Create, update, and route cases or tasks in Salesforce with clear background information, urgency, and requested action

Coordinate with Intake, Customer Care, Pods, Logistics, RevCycle, and other internal teams to address meal change requests, delivery concerns, benefit-related follow-up, cancellation handoffs, and other operational issues

Track unresolved items, delayed responses, and recurring process barriers and escalate trends or ownership concerns to leadership

Use Teams chat, email, and other internal communication methods to support timely resolution and reduce fragmented follow-up across teams

Support the transition from email-based workarounds to standardized Salesforce case and task workflows by identifying repeat issues, clarifying routing expectations, and assisting with workflow documentation

Develop, document, implement, and maintain operational workflows, SOPs, call scripts, training materials, reference guides, onboarding resources, and process documentation to support operational readiness and consistency

Monitor task volume, workflow patterns, and recurring administrative barriers and share process improvement opportunities with leadership

Perform account audits and quality reviews within Salesforce to identify, investigate, and resolve authorization discrepancies, service appointment errors, documentation gaps, and workflow compliance issues

Handle inbound calls and complete outreach attempts to clients, as assigned, to provide non-clinical support and help connect clients with an available Registered Dietitian when appropriate

Provide supplemental call support during designated call blocks or when task volume allows, including warm handoffs and accurate routing of next steps

Assist with pilot testing of new tools, technology updates, and workflow changes and maintain logs, trackers, and feedback needed to support implementation

Support Registered Dietitians through operational process or technology changes by troubleshooting non-clinical barriers and reinforcing workflow expectations

Support leadership with workflow optimization, reporting, audits, member mailings, and other operational coordination activities

Required Skills and Experience

High school diploma or equivalent

2+ years’ administrative, customer service, healthcare support, care coordination, or operations support experience

Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment

Strong verbal and written communication skills with ability to coordinate professionally across internal teams

Proficiency with Salesforce, case management systems, call center software, Microsoft Office tools, or similar technology platforms

Ability to learn new systems quickly, adapt to changing workflows, and support implementation of process changes

Ability to identify workflow gaps, track follow-up, and maintain accurate non-clinical documentation

Ability to handle sensitive information accurately and maintain confidentiality

Preferred Skills and Experience

Associate's degree

Experience supporting nutrition, clinical, telehealth, wellness, or care management teams

Experience with Salesforce, Genesys, or similar systems

Experience with queue management, task routing, workflow coordination, or cross-functional operational support

Familiarity with authorization issues, outreach support workflows, meal change requests, delivery concerns, or client service operations

Experience supporting pilot programs, operational changes, or process improvement initiatives

Bilingual Spanish/English skills

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers…