Program Services Coordinator

Program Services Coordinator

Position Type Full Time Travel Percentage None Category Customer Service

LOCATION: 7155 Old Katy Rd. Houston, TX

POSITION SUMMARY: The Program Coordinator is responsible for managing patient inquiries, eligibility screening, enrollment, and service coordination for HEA Foundation's programs. As the first point of contact for many applicants, this position creates a welcoming, supportive, and professional experience for patients and families seeking assistance. Many individuals contacting HEAF are experiencing vision loss, significant medical concerns, financial hardship, or uncertainty about how to access care, requiring both compassion and excellent service delivery. The Program Coordinator guides patients through the enrollment process, ensuring they understand next steps and receive timely, coordinated services. Through effective patient navigation and program administration, this role advances HEAF's mission of removing barriers to high-quality vision care and preserving sight.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the primary point of contact for individuals seeking assistance from HEAF, responding to inquiries by phone, email, online forms, and referral partners.
• Provide clear, compassionate, and professional guidance regarding program eligibility requirements, application procedures, and available services.
• Conduct preliminary eligibility screenings and assist prospective applicants in determining appropriate program options.
• Manage the enrollment process from initial inquiry through eligibility determination, ensuring all required documentation is collected, reviewed, and processed in a timely manner.
• Communicate regularly with applicants regarding application status, missing documentation, eligibility decisions, and next steps.
• Maintain accurate and complete applicant and enrollment records within digital organizational systems.
• Ensure compliance with program policies, eligibility requirements, privacy standards, and documentation procedures.
• Maintain positive working relationships with referral sources, healthcare providers, schools, community organizations, and other partners involved in the enrollment process.
• Identify opportunities to improve applicant experience, enrollment efficiency, and program accessibility.
• Represent HEAF at outreach events, partner meetings, and community activities as assigned.

PHYSICAL DEMANDS/WORK ENVIRONMENT Requires prolonged sitting, some bending, stooping, and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate. Work is performed in an office environment. Work may be stressful at times. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Ability to periodically lift up to 25 lbs. Classified as having no occupational exposure to Bloodborne Pathogens. Exposure to communicable disease

SUPERVISORY RESPONSIBILITIES This position has no direct reports.

CORE VALUES

HEAF is dedicated to preserving and restoring sight, removing economic and cultural barriers to care, and ensuring access to high-quality, compassionate vision services.

Qualifications

Required

• Bachelor's degree from an accredited college or university OR a minimum of two years of experience in nonprofit, healthcare, social services, education, customer service, or a related field.
• Demonstrated ability to communicate effectively and professionally with individuals from diverse backgrounds.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft Office applications and database or customer relationship management (CRM) systems.
• Ability to maintain confidentiality and exercise discretion when handling sensitive personal and financial information.

Preferred

• Experience working in a nonprofit, healthcare, community health, social services, patient access, eligibility, or enrollment setting.
• Experience conducting eligibility screenings, intake interviews, or application processing.
• Experience using Salesforce or a similar CRM/database platform.
• Bilingual English/Spanish proficiency.
• Experience working with underserved or vulnerable populations.

Key Competencies

• Compassion and customer service
• Attention to detail
• Problem solving
• Relationship building
• Cultural sensitivity
• Data accuracy and reporting
• Initiative and adaptability
• Mission-driven mindset