Participant Experience Navigator

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

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.