Participant Experience Coordinator

F-Prime Capital; Newark (NJ); On-site; USD 33,000 - 44,000; Full time

Job summary

WelbeHealth's PACE program helps seniors stay in their homes and communities by providing medical care and community-based services. The Participant Experience Liaison connects participants to our care team, ensuring smooth onboarding and ongoing support.

Duties include liaising with the interdisciplinary team, coordinating satisfaction surveys, facilitating communication with families and caregivers, providing customer service, supporting grievance resolution, and attending required meetings at

Qualifications

• High school diploma or equivalent; professional experience may be substituted.
• Bachelor’s degree in communications or relevant field preferred.
• Excellent organizational, customer service, and communication skills 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 skills

Customer service

Organizational skills

Presentation skills

Education

High school diploma

Bachelor's degree preferred

Job description

WelbeHealth's PACE program helps seniors stay in their homes and communities by providing medical care and community-based services. The Participant Experience Liaison connects participants to our care team, ensuring smooth onboarding and ongoing support.

Duties include liaising with the interdisciplinary team, coordinating satisfaction surveys, facilitating communication with families and caregivers, providing customer service, supporting grievance resolution, and attending required meetings at