Participant Experience Liaison II - WelbeHealth

At WelbeHealth, we serve our communities’ most vulnerable seniors through shared intention, pioneering spirit, and the courage to love. These core values and our participant-focus lead the way no matter what.

The Participant Experience Liaison II is accountable for driving excellent participant experience by connecting our participants to the PACE system of care and serving as a liaison between each participant 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.

This role is different because the Participant Experience Liaison II at WelbeHealth:

• Acts as an advocate for all potential participants looking to join WelbeHealth’s PACE program by providing a seamless onboarding experience and supporting them throughout their entire WelbeHealth journey
• Plays a critical role in supporting a growing, mission-driven healthcare organization, ensuring vulnerable seniors feel supported and have access to high-quality care

We care about our team members. That’s why we offer:

• 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
• 401K savings + match
• Comprehensive compensation package including base pay and bonus
• And additional benefits!

On the day-to-day, you will:

• Serve as the main point of contact for new participants and their families during the first 90 days of enrollment, and then throughout their journey in the program
• Facilitate care coordination from pre-enrollment to enrollment by attending mandatory hand-off meetings with the Enrollment and interdisciplinary teams (IDT), ensuring prospective participants receive timely assessments, communication about next steps, and a smooth onboarding experience for their first day of enrollment
• Review new participant tracking tools to identify any immediate needs, and coordinate with the IDT to ensure all needs are addressed in a timely manner
• Oversee monthly new enrollee orientation day, including provision and training of WelbeLink, vitals and emergency equipment, center tour, and introduction to assigned IDT team
• Conduct checkpoints with new participants at their first 30, 60, and 90 days post enrollment, and then on a regular basis afterwards
• Partner with the Behavioral Health and Social Work teams to conduct recurring check-ins with high-risk participants to ensure satisfaction and engagement
• Identify participants at high-risk for disenrollment, and conduct check-ins in the community and in the center to ensure participant satisfaction and engagement, and to address concerns

Job requirements include:

• Bachelor’s degree in human services, communications, hospitality, or related field required; professional experience may be substituted
• Minimum of four (4) years of experience in customer service, hospitality, or other customer-facing role
• Highly motivated, self-directed, able to execute tasks in a quickly changing environment, and able to make sound decisions in emergency situations
• Proficiency in data entry and analysis
• Proficiency in Microsoft Office programs
• Ability to manage sensitive conversations with compassion and discretion

We are seeking a Participant Experience Liaison II that ideally has four (4) years of customer service experience. If you’re ready to join a team that values both its participants and team members, we’d love to hear from you!