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Salary: USD 24.39 - 32.2 / hourly
WelbeHealth operates a PACE (Program of All-Inclusive Care for the Elderly) program that delivers comprehensive medical and community-based services to seniors, enabling them to remain in their homes and communities. The program includes medical care, dental services, physical therapy, and additional support.
The Participant Experience Liaison serves as the primary connection point between PACE participants and WelbeHealth's care team. This role is central to ensuring a smooth onboarding experience and supporting participants throughout their entire engagement with the organization.
Key responsibilities include:
- Acting as a liaison and maintaining open communication with the interdisciplinary team (IDT), care team members, and external providers to ensure high-quality care coordination
- Assisting management with participant experience initiatives and service recovery projects, including satisfaction survey implementation
- Facilitating communication among service providers, families, participants, and caregivers
- Conducting customer service calls to assess satisfaction with IDT and specialty care appointments
- Supporting the grievance resolution process by providing high-touch customer service and partnering with the IDT and participants until issues are resolved
- Attending required meetings and committees as directed by supervisor
- Conducting ongoing check-ins with participants to prevent disenrollment risk and ensure concerns are addressed
The role operates within a mission-driven healthcare environment focused on vulnerable senior populations, requiring strong interpersonal skills and a commitment to participant-centered care.
Requirements:
- High school diploma or equivalency; professional experience may substitute
- Bachelor's degree in communications or relevant field preferred
- Excellent organizational, customer service, and communication skills when working with seniors, families, and interdisciplinary team members
- Ability to present information to various groups and leadership
- Highly motivated, self-directed, able to execute tasks in rapidly changing environments, and capable of sound decision-making in emergency situations
- Must obtain CPR and First Aid certification within 180 days of hire and maintain certification thereafter; certification upon hire preferred
