Participant Experience Liaison

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

The WelbeHealth PACE program helps seniors stay in their homes and communities by providing medical care and community-based services. We provide all-inclusive care for seniors including medical, dental, physical therapy, and much more. Our core values and participant focus lead the way no matter what.

The Participant Experience Liaison is accountable for connecting PACE participants to our PACE system of care, and serving as a liaison between participants and their WelbeHealth care team. This role focuses on ensuring smooth onboarding to the PACE program, and plays a key role in supporting participants throughout their entire WelbeHealth journey.

Join Our Exciting New Location!

We are thrilled to announce the opening of our brand new location! This is an incredible opportunity for you to be part of something special. Come and experience the vibrant atmosphere, meet our amazing team, and discover what makes us unique!

Essential Job Duties:

• 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

Job Requirements:

• 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

Benefits of Working at WelbeHealth:

Apply your service expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

• Medical insurance coverage (Medical, Dental, Vision)
• Work/life balance – we mean it! 17 days of personal time off (PTO), 12 holidays observed annually, and 6 sick days
• Advancement opportunities - We’ve got a track record of hiring and promoting from within, meaning you can create your own path!
• And additional benefits

Compensation consists of base salary plus bonus. WelbeHealth offers a competitive total rewards package that includes a 401(k) match, comprehensive healthcare coverage, and a broad range of additional benefits. Actual compensation will be determined based on experience and relevant qualifications.

Compensation Offering

$24.39 — $32.20 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.