Customer Success Associate, WelbeHealth

• High school diploma or equivalency; professional experience may be substituted
• Must be bilingual in Mandarin
• Bachelor’s degree in communications or relevant field preferred
• 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
• Please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment

• The WelbeHealth PACE program helps seniors stay in their homes and communities by providing medical care and community-based services. We provide all-inclusive care for seniors including medical, dental, physical therapy, and much more. Our core values and participant focus lead the way no matter what
• The Participant Experience Liaison is accountable for connecting PACE participants to our PACE system of care, and serving as a liaison between participants 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
• 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

• TIME TO RECHARGE: We believe in healthy and refreshed employees. That’s why full-time employees get 17 days of paid time off in year one, 12 company holidays and 5 sick days
• EQUITY PARTICIPATION RIGHTS FOR ALL: Our success is a reflection of our employees. That’s why we’ve implemented a best practice from leading companies: Equity Grants for all employees
• COMPREHENSIVE BENEFITS: We’ve got you covered! Health, dental, vision and life insurance coverage. Paid parental leave. 401k matching program. Continuing Medical Education opportunities

Total funding: $61.2m

Healthcare and insurance can be tricky to navigate, especially for the eldest and most vulnerable. That's what WelbeHealth aims to change with its healthcare management program for seniors.