Participant Experience Liaison
About The Position
The Participant Experience Liaison connects PACE participants to the WelbeHealth PACE system of care and serves as a liaison between participants and their care teams. The role focuses on smooth onboarding and supporting participants throughout their WelbeHealth journey. It includes coordinating communication with care teams, providers, participants, families, and caregivers; supporting service recovery and grievance resolution; and checking in with participants to address concerns and reduce disenrollment risk. WelbeHealth’s PACE program supports seniors in remaining in their homes and communities by providing medical care and community-based services, including medical, dental, and physical therapy. The organization describes its work environment as encouraging and caring, with opportunities to contribute to the way work is done as the organization expands. Compensation is a base salary plus bonus, with a stated salary range of $24.39–$32.20 USD. WelbeHealth also describes a total rewards package that includes a 401(k) match, healthcare coverage, paid time off, holidays, sick days, and advancement opportunities. Employees must provide proof of vaccination or a vaccine declination form before employment and comply with infection-control and PPE standards.
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 support 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 confirm 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 that their concerns have been handled.
Benefits
- Medical insurance coverage, including medical, dental, and vision.
- 17 days of personal time off (PTO).
- 12 observed holidays annually.
- 6 sick days.
- Advancement opportunities and a track record of hiring and promoting from within.
- 401(k) match.
- Competitive total rewards package and additional benefits.
- Bonus in addition to base salary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
