Participant Advocate

SUMMARY:

Under the supervision of the Intake Manager, the Participant Advocate is responsible for ensuring the smooth introduction and onboarding of all new enrollees into the PACE Southeast Michigan (PACE SEMI) Program. This includes – but is not limited to – escorting new intakes through their initial visit; introducing new participants to staff and other participants; providing education on PACE services; providing ongoing advocacy on behalf of participants; conducting weekly in-person or telephone follow up with new participants; and working directly with new participants and their caregivers for a smooth transition into PACE SEMI. This position is an intricate part of enhancing the customer service experience for new participants.

SPECIFIC DUTIES AND FUNCTIONS:

• Serve as initial ambassador for potential participants and their caregivers.
• Provide support for newly enrolled participants as they learn structure of PACE SEMI.
• Represent Intake and Enrollment department in respective centers.
• Follow up with potential participant after initial home visit prior to enrollment to collect additional information and answer potential participant’s questions.
• Present potential participants to the interdisciplinary team (IDT) prior to enrollment.
• Develop initial care plan with home visit staff and IDT using assessments from home visit staff.
• Organize tours for potential participants and/or their caregivers, if requested.
• Facilitate pre-enrollment evaluations with PACE primary care or behavioral health, if required.
• Facilitate pre-enrollment evaluations with Henry Ford Health System specialists – pain management, substance abuse treatment, oncology, etc. – if required.
• Schedule center days with participant and PACE SEMI staff prior to enrollment.
• Make welcome calls to confirm enrollment and welcome packets including information on care teams, staff contact information, emergency plan, and medication refills.
• Conduct and document in electronic medical record (EMR) weekly in-person or telephone follow up prior to enrollment and for 90 days after enrollment to answer questions, provide education, and solicit concerns.
• Maintain communication with all new enrollees according to process to ensure understanding of PACE and participants’ needs.
• Act as a customer service liaison with participants and IDT.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Associates degree required; bachelor degree preferred.
• Ability to effectively work both independently and as a team member.
• Demonstrate initiative and organizational skills.
• Minimum of one-year experience with a frail or elderly population; knowledge of health, social, and behavioral problems of the frail elderly.
• Demonstrate interest and ability to work in interdisciplinary team environment.
• Excellent communication skills.