Program Services Operation Coordinator

Reports to: Program Services Manager 

Status: Full-Time, Non-Exempt 

Location: New Orleans, LA

Position Summary The Program Services Operations Coordinator supports the daily operations of Team Gleason's Program Services department by serving as a primary point of contact for general service inquiries and providing flexible operational coverage across programs. This on-site position helps maintain consistent service delivery during periods of increased demand, staff absences, and staffing transitions. The Coordinator works across program areas to assist with service requests, administrative processes, documentation, and operational activities. This role requires adaptability, strong organizational skills, attention to detail, and a compassionate approach to supporting people living with ALS, their families, and caregivers.

Key Responsibilities

General Inquiries & Intake Coordination

• Monitor, review, and respond to incoming Program Services general inquiries across email, phone, and online channels each workday.
• Gather essential details from requesters and provide clear, empathetic communication regarding next steps.
• Route inquiries to appropriate specialists, clinicians, or program leads, escalating urgent cases according to established Standard Operating Procedures (SOPs).
• Maintain case documentation and confirm resolution of initial inquiries before closing records or transferring the case in the CRM.
• Follow up on assigned inquiries to ensure requests are appropriately addressed, transferred, or resolved.

Cross-Program Coverage & Service Support

• Provide trained operational coverage across Program Services during staff PTO, staffing transitions, increased service demand, and other coverage needs, with assignments prioritized by the Program Services Manager to ensure continuity of services.
• Assist with assigned service requests, administrative tasks, and operational activities across program areas.
• Complete task-based administrative and operational assignments for the Voice Preservation program as needed.
• Assist with assigned service requests, direct service delivery, follow-up communication, and routine customer satisfaction checks using established scripts and templates to maintain continuity of services.
• Coordinate with program staff to ensure clear communication, accurate handoffs, and timely follow-through when providing temporary coverage.

Program Operations & Logistics Support

• Provide hands-on support in the storage space for shipping and receiving tasks, including packing equipment, generating labels, receiving returns, and staging items for delivery.
• Support inventory organization, physical audits, and accurate tracking of equipment movement.
• Assist with department projects, program activities, and other operational needs as assigned by the Program Services Manager.

Documentation & Process Improvement

• Maintain complete, accurate, and timely records in CRM and other program systems.
• Follow established Standard Operating Procedure (SOPs), documentation requirements, and organizational policies.
• Collaborate with the Program Services Manager to identify and recommend improvement to workflows and SOPs based on experience providing cross-program coverage and operational support.
• Assist with testing and implementing approved process improvements.
• Participate in cross-training to maintain working knowledge of Program Services processes, continuum, and coverage responsibilities.
• Support consistent use of approved communication templates, documentation standards, and services procedures.

Qualifications:

• Bachelor's degree
• 3+ years in case management or related service roles
• Strong organizational and time management skills
• Clear, compassionate communication skills
• Ability to follow structured workflows and processes
• Comfort with technology and learning new tools quickly
• Attention to detail in documentation and follow-through
• Proficiency with Microsoft 365 (Teams, Outlook, Excel, Word); experience with CRMs (e.g., Dynamics 365) or inventory software is a plus
• Ability to work on-site in New Orleans, LA
• Physical requirement: Ability to stand, package, and lift materials or equipment up to 50 lbs.

Preferred:

• Experience working with individuals with disabilities
• Background in healthcare, customer support, or assistive technology
• Experience with providing remote support to end users (customer service and technical service)

Compensation and Benefits:

• Salary Range: $49,000 - $52,000 annually
• Comprehensive Benefits including health insurance, retirement contributions, paid time off, and professional development support.