Participant Navigator

Description

At High Desert PACE, we make the impossible, possible for underserved seniors. We do this through utilizing and developing cutting-edge healthcare and well-being service products especially for seniors and their families. Now is your chance to join our talented team that delivers unparalleled creative healthcare, insurance, social support and more to seniors. We create senior well-being through our courage to love, pioneering spirit and shared intention. These values permeate everything we do. At High Desert PACE, you’ll help inspire that magic by enabling our teams to push the limits of healthcare and well-being experiences and create the never-before-seen!

The PACE Navigator will be responsible for helping newly enrolled PACE participants in connecting them to the PACE system of care and serving as a liaison between providers and participants, ensuring a smooth introduction and onboarding to the PACE program. The PACE Navigator collaborates effectively with colleagues and stakeholders to promote the High Desert PACE values, team culture, and mission.

Requirements

Duties and Responsibilities:

• Act as the main point of contact for all new enrollees during their first 90 days.
• Oversee monthly "Welcome to High Desert PACE Day" for all new enrollees, including provision and training of High Desert PACE, vitals and emergency equipment, touring the center, and introduction to the assigned IDT team.
• Ensure quick view is current upon enrollment, including participant picture, emergency contact information, HIPAA, enrollment date, and living environment.
• Provide timely and high-quality information regarding care and referral services to participants.
• Assist in coordinating appropriate internal and external referrals and services to PACE participants, including transportation, day center attendance, therapy, medication, meals on wheels, supplies, DME, personal care, etc.
• Provide high-quality and excellent customer service at all times.
• Assist in providing basic information and education regarding PACE services.
• Act as a liaison and maintain open communication with different disciplines, internal, and external providers to ensure the highest level of care.
• Serve as a back-up to assist the social services department to address any participants’ inquiries, providing guidance and assistance with any coordination and delivery of services.
• Assist management with related special projects, including the implementation of satisfaction surveys.
• Facilitate communication among service providers, family, participants, and caregivers.
• Provide customer service calls to ensure satisfaction with IDT and specialty care appointments.
• Respond to inquiries as to the current status of authorizations by assessing the request and evaluating the circumstances to provide the correct information.
• Refer participants and families to appropriate community agencies or facilities, act as liaison with such organizations, and as an advocate for participants.
• Provide a comprehensive hand-off to the assigned IDT team.
• Support the grievance process, providing high-touch customer service and partnership with the IDT and participant until resolution.
• Maintain established departmental policies and procedures, objectives quality assurance program, safety, and environmental.
• Enhance professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops.
• Review the new participant tracker to identify immediate needs and follow-up rescheduling of appointments/needs.
• Review the New Participant Buddy Sheet, reinforce the importance of the external appointment scheduling process, and the medication refill process.
• Provide a copy of the insurance card and review the importance of taking it to all appointments.
• Verify the HIPAA Personal Representative Authorization form and that emergency contact information matches the form signed at enrollment.
• Review all scheduled appointments and assist when there are participants who have identified barriers with completing assessments via High Desert PACE and assist as needed.
• Review and complete High Desert PACE competency and verify that participants are able to use High Desert PACE and notify IDT when there are barriers for IDT awareness/discussion.
• Attend meetings as required and participate in committees as directed.
• Ability to schedule enrollment assessments as needed.
• Assist with requests and communication of an SDR.
• Other duties as assigned.

Qualifications and Requirements:

• High School Diploma or Equivalency required.
• Bachelor’s Degree in Social Services, Psychology, Health Science, or a relevant field preferred.
• Excellent organizational, customer service, and communication skills in settings with seniors, their families, and interdisciplinary team members.
• Highly motivated, self-directed, able to execute tasks in a quickly changing environment and make sound decisions in emergency situations.
• Excellent organizational, oral, and written communication skills.
• Ability to work independently with minimal supervision.
• Demonstrated ability to prioritize in a fast-paced environment.
• Experience and competency working with people from diverse backgrounds and cultures.
• Commitment to unlocking the full potential of our most vulnerable seniors.
• Bilingual English/Spanish preferred.