Participant Services Navigator

Connecticut-Community-Care; Bristol (CT); On-site; USD 42,000 - 54,000; Full time

Job summary

Connecticut Community Care is seeking a Participant Services Representative to provide exceptional customer service, navigate the self-directed Community First Choice program, and offer technical and administrative support to participants and their representatives.

You will explain program requirements, adapt communication to individual needs, support outreach and documentation, and collaborate with families, staff, and external partners while maintaining confidentiality and HIPAA compliance.

Qualifications

• Associate degree or equivalent education/experience considered.
• Experience in customer service, human services, healthcare, aging or disability services, social services, or related field.
• Strong interpersonal, verbal, and written communication skills.
• Ability to explain complex program requirements clearly and compassionately.
• Strong organizational, problem-solving, follow-through, and documentation skills.
• Ability to manage multiple priorities and work independently and collaboratively.
• Proficiency with Microsoft Office and electronic record systems.
• Knowledge of Community First Choice, Medicaid, self-directed services, or HCBS programs preferred.

Responsibilities

• Serve as a primary point of contact for participant questions related to the Community First Choice program.
• Provide customer service, program navigation, technical assistance, and administrative support.
• Help participants and representatives understand program requirements, responsibilities, documentation, timelines, and next steps.
• Adapt communication and support approaches to individual needs and preferences.
• Promote a positive participant experience through responsive communication and follow-up.
• Support outreach, quality assurance, and follow-up related to program participation.
• Maintain accurate participant information and documentation per CCC and state requirements.
• Escalate participant questions or issues requiring clinical or supervisory review.
• Collaborate with participants, families, representatives, stakeholders, and internal teams.
• Maintain confidentiality and comply with HIPAA, DSS requirements, and CCC policies.

Skills

Customer service

Communication

Documentation

Organization

Team collaboration

Education

Associate degree

Tools

Microsoft Office

Job description

Connecticut Community Care is seeking a Participant Services Representative to provide exceptional customer service, navigate the self-directed Community First Choice program, and offer technical and administrative support to participants and their representatives.

You will explain program requirements, adapt communication to individual needs, support outreach and documentation, and collaborate with families, staff, and external partners while maintaining confidentiality and HIPAA compliance.