Participant Experience Liaison

WelbeHealth • Elk Grove, CA

1d

About The Position

The WelbeHealth PACE program provides all-inclusive medical and community-based care to help seniors remain in their homes and communities. 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 supports smooth onboarding and participants throughout their WelbeHealth journey, helping ensure their concerns are addressed and their care experience is satisfactory.

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 IDT members.
• Ability to present information to various groups and leadership.
• Highly motivated and self-directed, with the ability to execute tasks in a rapidly changing environment and make sound decisions in emergency situations.
• 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

• Maintain open communication with interdisciplinary team (IDT) disciplines, other care team members, and external providers to support high-quality care.
• Assist management with participant-experience and service-recovery projects, including implementing satisfaction surveys.
• Facilitate communication among service providers, families, participants, and caregivers.
• Make customer-service calls to assess 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 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, and 6 sick days.
• Advancement opportunities, including a track record of hiring and promoting from within.
• 401(k) match.
• Comprehensive healthcare coverage.
• Additional benefits.
• Base salary plus bonus.

What This Job Offers

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