Participant Experience Liaison
About The Position
The WelbeHealth PACE program helps seniors remain in their homes and communities by providing medical care and community-based services, including medical, dental, and physical therapy. The Participant Experience Liaison connects PACE participants to the PACE system of care and serves as a liaison between participants and their WelbeHealth care team. The position focuses on smooth program onboarding and supporting participants throughout their WelbeHealth journey. The Liaison maintains communication among care team members, providers, participants, families, and caregivers; supports service recovery and the grievance process; and follows up with participants to address concerns and reduce disenrollment risk. The role also supports participant-experience projects and attends required meetings and committees.
Requirements
- High school diploma or equivalent; professional experience may be substituted.
- Excellent organizational, customer service, and communication skills in settings with seniors, their families, and IDT members.
- Ability to present information to various groups and leadership.
- Highly motivated and self-directed, with the ability to execute tasks in a quickly changing environment and make sound decisions in emergency situations.
- Must obtain CPR and First Aid certification within 180 days of hire and maintain certification thereafter.
Nice To Haves
- Bachelor’s degree in communications or a relevant field.
- CPR and First Aid certification upon hire.
Responsibilities
- Act as a liaison and maintain open communication with interdisciplinary team (IDT) disciplines, other care team members, and external providers to ensure the highest level of care.
- Assist management with participant experience and service recovery special projects, such as implementing satisfaction surveys.
- Facilitate communication among service providers, families, participants, and caregivers.
- Make customer service calls to ensure satisfaction with IDT and specialty care appointments.
- Support the grievance process by providing high-touch customer service and partnering with the IDT and participant until resolution.
- Attend required meetings and committees as directed by the supervisor.
- Continue checking in with participants to ensure they are no longer at risk for disenrollment and their concerns have been handled.
Benefits
- Medical, dental, and vision insurance coverage.
- 17 days of personal time off (PTO).
- 12 annually observed holidays.
- 6 sick days.
- Advancement opportunities, including a track record of hiring and promoting from within.
- 401(k) match.
- Competitive total rewards package and additional benefits.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
