Participant Navigator

InnovAge•Sacramento, CA

4d•$23 - $26

About The Position

The Participant Navigator supports the onboarding and training of all new InnovAge PACE program enrollees. They are instrumental in ensuring a smooth transition into PACE explaining our program offerings, the teams and flow at the center as well as the participant’s role and responsibility in the program. As a personal concierge they actively support new enrollees for the first 60 days into the program, and then services as a point of escalation for any questions participants may have. Onboards new Participants to the InnovAge Pace Program by orienting them to all services provided by the center as it relates to regulatory guidelines for PACE centers. Introduces the participant to the different departments explaining their purpose, role and how they will support the participant. Explains how the Scheduling department works for in-center and outside services, including the need for the Participant’s support and compliance with appointments. Reviews the Service Delivery Request process should they want/need support items (scooter, bus pass, etc) Shares our process on if any grievances/concerns the proper channels to engage and escalate. Orients new Participants to the PAC (participant activity committee) process Orients new Participants to the “Call us First” program, Center Days, After Hours RN process, In-Home Service offerings, incontinence supply program. Orients new Participants to the medication refill process. Assists the new Participants in managing expectations and responsibilities of the center staff and the participant. Assists current participants with issues and needs in the day center and communicate with the appropriate staff. InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. Applicants are considered until the position is filled.

Requirements

5+ years in customer service-related roles
2+ years working with the geriatric population.
1+ year working in a PACE program, understanding the inner workings of the center-based disciplines and participant experience.
Strong communication and organization skills
High School Diploma or GED

Responsibilities

Onboards new Participants to the InnovAge Pace Program by orienting them to all services provided by the center as it relates to regulatory guidelines for PACE centers.
Introduces the participant to the different departments explaining their purpose, role and how they will support the participant.
Explains how the Scheduling department works for in-center and outside services, including the need for the Participant’s support and compliance with appointments.
Reviews the Service Delivery Request process should they want/need support items (scooter, bus pass, etc)
Shares our process on if any grievances/concerns the proper channels to engage and escalate.
Orients new Participants to the PAC (participant activity committee) process
Orients new Participants to the “Call us First” program, Center Days, After Hours RN process, In-Home Service offerings, incontinence supply program.
Orients new Participants to the medication refill process.
Assists the new Participants in managing expectations and responsibilities of the center staff and the participant.
Assists current participants with issues and needs in the day center and communicate with the appropriate staff.