Participant Experience Coordinator

AcuteCare Health System LLC•Moraine, OH

About The Position

The Participant Experience Coordinator is responsible for the front desk in the lobby at the PACE center. The coordinator greets participants, families, and visitors, provides guidance and direction, and assists participants with check-in and check-out, including identification and belongings. The role answers and directs telephone calls, relays messages, and schedules appointments as requested by the Center Director or clinic personnel. It also monitors security access alarms, call bell alarms, and cameras; prepares routine correspondence; and files and stores records for efficient retrieval. The coordinator undertakes independent work projects in support of center operations and reports identified safety issues. BoldAge PACE is an all-inclusive program of care personalized to meet participants’ health and well-being needs. The organization emphasizes listening to participants and caregivers and supporting older adults in living meaningful, independent lives at home with dignity. This is a full-time, Monday–Friday day position.

Requirements

High school graduation or equivalent required.
Computer literacy required, including Microsoft applications, typing, and appropriate language skills.
Two years of receptionist experience required, preferably in a healthcare environment.
Complete knowledge of office procedures required.
Reliable transportation, a valid driver's license, and at least the state-required liability auto insurance.
Medical clearance for communicable diseases and up-to-date immunizations before direct participant contact.
Pass a comprehensive criminal background check, which may include federal and state Medicare/Medicaid exclusion lists, criminal history, education and license verification, references, and drug screening.
Ability to learn and use computer software programs adopted by the PACE center.
Strong organizational skills; ability to multitask and complete assignments within established timeframes.
Ability to work independently with minimum supervision.
Ability to establish and maintain effective working relationships with participants, coworkers, medical staff, and the public.
Ability to communicate clearly and effectively.
Ability to react calmly and effectively in emergency situations.
Ability to work effectively with culturally, economically, and educationally diverse populations.
Strong customer service skills in all encounters.
Sensitivity to the needs of the elderly population.

Nice To Haves

Business school education or related secretarial experience preferred.

Responsibilities

Provide receptionist support to the PACE center and greet participants, families, and visitors.
Answer, screen, and direct telephone calls; take and relay messages; and schedule appointments as requested.
Prioritize work independently with minimum supervision.
Order incontinence, center, and office supplies as needed.
Prepare and distribute employee and participant identification cards as needed.
Distribute incoming mail and forward mail to the business office as needed.
Assist participants with check-in and check-out, confirming proper identification and supplies to be transported to their homes.
Assist participants with belongings on arrival and ensure they are properly labeled.
Call staff regarding call-outs, home care visit needs, or severe weather situations that may result in center closure.
Communicate effectively with administration, departments, medical staff, participants, community members, and board members.
Problem-solve and follow through on issues to completion.
Participate in team-oriented processes and assist other support personnel as needed.
Maintain confidentiality of company procedures and participant, client, and family information.
Maintain a safe working environment and follow safety policies and procedures; report identified safety issues.
Comply consistently with scheduled work hours and attend required staff and training meetings.
Perform other duties as required or requested.