Participant Experience Liaison at WelbeHealth in Pasadena, CA

Summary: WelbeHealth is dedicated to helping seniors stay in their homes by providing comprehensive medical care and community-based services. The Participant Experience Liaison connects PACE participants with their care team, ensuring a smooth onboarding process and ongoing support throughout their journey with WelbeHealth. 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 Required Qualifications: - High school diploma or equivalency; professional experience may be substituted - 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 Preferred Qualifications: - Bachelor's degree in communications or relevant field preferred - CPR and First Aid certification upon hire preferred Required Skills: CPR certification, First Aid certification, Customer service, Decision making Benefits: 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!, 401(k) match, Comprehensive healthcare coverage, Broad range of additional benefits