Participant Experience Liaison

WelbeHealth • La Quinta, CA

18h • $24 - $32

About The Position

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 role focuses on smooth onboarding and supporting participants throughout their WelbeHealth journey. It involves communicating with care teams and external providers, helping resolve participant concerns, and supporting service recovery and satisfaction initiatives.

Requirements

• High school diploma or equivalent; professional experience may be substituted.
• Excellent organizational, customer service, and communication skills when working with seniors, their families, and interdisciplinary team 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 disciplines, other care team members, and external providers to support a high 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 interdisciplinary team and specialty care appointments.
• Support the grievance process by providing high-touch customer service and partnering with the interdisciplinary team and participant until resolution.
• Attend required meetings and committees as directed by the supervisor.
• Continue participant check-ins to ensure concerns have been handled and participants are no longer at risk for disenrollment.

Benefits

• Medical, dental, and vision insurance coverage.
• 17 days of personal time off (PTO).
• 12 observed holidays annually.
• 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.
• Base salary plus bonus.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED