PACE Participant Experience Advocate

WelbeHealth, LLC.; Newark (NJ); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Medical insurance

Paid time off

Holidays

Sick days

Career advancement

Additional benefits

Job summary

WelbeHealth is expanding and seeks a Participant Experience Liaison to connect PACE participants with our care system and to onboard them smoothly into the WelbeHealth journey at our Newark location. You will collaborate with the care team to ensure a positive experience for seniors and their families.

You will coordinate with interdisciplinary teams, providers, and caregivers, manage service recovery projects, and handle customer service calls to support satisfaction with appointments.

Qualifications

• High school diploma or equivalency; professional experience may be substituted.
• Bachelor’s degree in communications or relevant field preferred.
• 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, self-directed, able to execute tasks in a quickly changing environment, and able to make sound decisions in emergency situations.
• Must obtain CPR and First Aid certification within 180 days of hire and maintain certification thereafter; CPR and First Aid certification upon hire preferred.

Responsibilities

• Act as a liaison and maintain open communication with interdisciplinary team (IDT) disciplines, other care team members, and external providers to ensure the highest level of care
• Assist management with participant experience and service recovery related special projects, such as implementation of satisfaction surveys
• Facilitate communication among service providers, families, participants, and caregivers
• Provide customer service calls to ensure satisfaction with IDT and specialty care appointments
• Support the grievance process, providing high touch customer service and partnering with IDT and participant until resolution
• Attend all required meetings and committees as directed by supervisor
• Continue check-ins with participants to ensure they are no longer a risk for disenrollment and their concerns have been handled

Skills

Communication

Organization

Customer service

Decision making

Education

High school diploma or equivalency

Bachelor’s degree preferred in communications

Job description

WelbeHealth is expanding and seeks a Participant Experience Liaison to connect PACE participants with our care system and to onboard them smoothly into the WelbeHealth journey at our Newark location. You will collaborate with the care team to ensure a positive experience for seniors and their families.

You will coordinate with interdisciplinary teams, providers, and caregivers, manage service recovery projects, and handle customer service calls to support satisfaction with appointments.