Participant Navigator

Brio Living Services • Saint Joseph, MI

2d • Hybrid

About The Position

As a Senior Participant Navigator, you’ll serve as a key connection point for participants and their families, helping guide them through the PACE program from onboarding and beyond. You’ll provide high-touch support during the first few months of enrollment, ensuring participants feel confident, supported, and connected to their care team. In this role, you’ll coordinate communication between participants, families, providers, and the interdisciplinary team to ensure a seamless care experience. You’ll conduct regular check-ins, support service recovery efforts, and help resolve concerns to enhance satisfaction and reduce barriers to care. You’ll also play an important role in community outreach by building relationships with local partners, educating prospective participants on the PACE model, and supporting enrollment efforts. Through your work, you’ll help create a positive, supportive experience that reflects the mission and values of PACE of Southwest Michigan.

Requirements

• Bachelor’s degree with at least 5 years of experience, preferably working with older adults or individuals with complex needs.
• Ability to present information effectively to a variety of audiences, including leadership.
• Self-motivated and able to work independently in a fast-paced, changing environment.
• Strong decision-making and problem-solving skills, including the ability to respond in urgent situations.
• Ability to manage conflict, adapt to change, and maintain a participant-focused approach.
• Willingness and ability to travel throughout the service area.

Responsibilities

• Guide new participants through enrollment and provide high-touch support during their first months in the program.
• Act as a liaison between participants, families, and the care team to ensure clear, timely communication.
• Partner with the interdisciplinary team, providers, and vendors to support a seamless care experience.
• Complete routine outreach to monitor satisfaction, address concerns, and reduce risk of disenrollment.
• Assist with resolving participant concerns and support the grievance process as needed.
• Build relationships with local organizations and provide education on the PACE program.
• Connect with prospective participants, provide program education, and assist with initial qualification screening.
• Identify opportunities for improvement and support satisfaction initiatives and special projects.
• Foster a positive, supportive environment aligned with organizational values.

Benefits

• Advance your career with tuition assistance and school scholarships up to $3,000 per semester.
• Wellness Program & Reimbursement – Prioritize your health and well-being, reimbursed 120 a year!
• Medical, Vision & Dental Insurance starting on the 1st of the month after 30 days of hire.
• Retirement Savings Plan – Secure your future with employer contributions.
• Generous 6 weeks of Flexible time off per year—plus paid holidays on top of that.
• Team Member Referral Bonus Program – Earn $500 when you bring great people to our team!
• Mileage Reimbursement – Offered for work-related travel.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior