Participant Experience Liaison

WelbeHealth, LLC.; San Bernardino (CA); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Medical insurance coverage

Paid time off

Holidays observed

Sick days

Advancement opportunities

Job summary

WelbeHealth, LLC. is seeking a Participant Experience Liaison to connect PACE participants with our care system and to act as a bridge between participants and the WelbeHealth team.

The role centers on smooth onboarding to the PACE program and ongoing support throughout the WelbeHealth journey. Key duties include coordinating with interdisciplinary teams, addressing participant concerns, and guiding families and caregivers through care plans.

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

Customer service

Communication

Organization

Public speaking

Education

High school diploma or equivalent

Bachelor’s degree in communications or relevant field

CPR/First Aid certification

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.

• 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.

$24.39 - $32.20 USD

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in WelbeHealth’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.