Participant Experience Coordinator

Job Summary

Responsible for the front desk in the lobby at the PACE center. Greet all participants, families and visitors with complete customer service skills. Provide guidance and direction to all participants, families and visitors. Assist with check in of participants as they arrive with identification process and when they leave. Answer the telephone, screen and direct calls, take and relay messages and schedule appointments as requested by the Center Director, Clinic personnel. Monitor security system access alarms, call bell alarms and cameras. Prepare and process routine correspondence, file and store records for efficient retrieval.

Essential Duties and Responsibilities

• Provide receptionist support to the PACE center
  • Answer the telephone, screen and direct phone calls, take and relay messages
  • Order incontinence supplies, center supplies and office supplies as needed
  • Prepare and distribute employee and participant ID cars as needed
  • Distribute incoming mail and send incoming mail to business office as needed
  • Absists participants with the check in and check out process to ensure proper identification and supplies that need to be transported to a participant’s home
  • Absists in calling of staff in situations of call outs, need for home care visit, or in severe weather situations that may result in closure of the center
• Communicate effectively with Administration, all departments, medical staff, participants, members of the community, and members of board of directors
• Problem solve and follow-through on issues to completion
• Participate in team-oriented process within the department and assist other support personnel whenever needed
• Maintain the confidentiality of all company procedures, results and information about participants, clients or families
• Maintain safe working environment
• Follow Safety Policies and Procedures
• Demonstrate dependability through consistent compliance with scheduled work hours
• Participate in any required staff and training meetings
• Perform other duties as required or requested

Requirements

• High school graduate or equivalent required
• Business school preferred or related secretarial experience
• Computer literacy required
• Two years receptionist experience required, preferably within the healthcare environment
• Complete knowledge of office procedures required
• Desire to work in a health care environment with a frail elderly population and their families
• Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance
• Be medically cleared for communicable diseases and have all immunizations up-to-date before engaging in direct participant contact
• Pass a comprehensive criminal background check that may include, but is not limited to, federal and state Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen

Skills and Abilities

• Computer literacy; Microsoft applications, typing skills, appropriate language skills
• Ability to learn and utilize computer software programs adopted by the PACE center
• Sound organizational skills; ability to multitask and accomplish assignments within established timeframes
• Ability to work independently with minimum supervision
• Able to establish and maintain effective working relationships with participants, co-workers, medical staff and the public
• Ability to communicate clearly and effectively
• Ability to react calmly and effectively in emergency situations
• Able to work effectively with culturally, economically and educationally diverse populations
• Strong Customer Service skills with all encounters