PACE Participant Navigator-Bilingual Korean/Vietnamese

Description

Who We Are

Are you interested in working for an organization whose mission is to enable frail, underserved, and multicultural senior communities to live independently at home and in their communities, for as long as possible?

Fresno Program of All-Inclusive Care for the Elderly (PACE) is dedicated to providing its participants with comprehensive health and social supports that are proven to effectively manage chronic conditions and to reduce the risk for premature institutionalization. PACE staff are leaders in the “aging in place” industry and we have had the honor of serving Fresno, Bakersfield and Orange County seniors and their families/caregivers.

Job Summary

Under the direction of the Participant Relations Navigator, the PACE Participant Navigator (PPN) is responsible for answering a high volume of inbound calls and inquiries in a timely manner. Provides oversight of all communications coming into PACE from assigned participants and their caregivers in the form of phone calls, email, fax, letters, and in-person inquiries. Timely responses to all participant communications are essential. Must effectively prioritize workloads as new communication and tasks are submitted. Identify the participants’ needs, clarify information, research issues, and provide solutions or alternatives whenever possible. Accurately and consistently document all conversations in the electronic database. This position is a liaison between the participant, Interdisciplinary Team (IDT) members, social work, RN case management and other PACE departments to resolve issues and ensure participant satisfaction.

Essential Job Functions

Duties include but are not limited to:

• Answer incoming calls, emails, and in-person requests for assistance in a timely manner in accordance with departmental performance targets and provide excellent customer service while doing so. May include assisting members in the PACE day center or clinic.
• Accurately and consistently document any expression of dissatisfaction, formal grievances or Service Delivery Requests and forward to the appropriate department for processing.
• Interface with Quality Improvement, Claims, Enrollment, Provider Relations, Clinic, Scheduling, Transportation, Social Work and other internal departments to provide excellent service to our participants.
• Research complex issues across multiple databases and work with support resources to resolve participant issues and/or partner with other departments to resolve escalated issues.
• Provide PACE program navigation assistance to Participants (PTPs) during and after the 8-10 week orientation period. 
• Ensure that participants, families, and caregivers attain knowledge of PACE comprehensive health and psychosocial services, as well as PTP rights and responsibilities
• Assist PTPs to understand service delivery processes that include but are not limited to timely access to primary and specialty  care, language interpreter services, medication management, access to day health center services, 24-hour nurse on-call  services, homecare, and coordination of ED, Hospital, and SNF services. 
• Assist in eliminating barriers to PACE services with advocacy and strategic navigation
• Provide ongoing education, with motivational interviewing techniques to help PTPs remain compliant at participating in biannual 
• interdisciplinary reassessments and at fulfilling care plan goals 
• Assist Social Workers to reduce and resolve PTP grievances, and prevent disenrollments. 
• Conducts frequent follow-up phone calls to participants, family members, and caregivers, with home visits as needed.
• Provide escort assistance for offsite referral services as needed
• Assist with communication and coordination of care between PTPs and IDT members, including PTP Primary Care Providers 
• Ability to pass PACE marketing exam within the first 60 days of employment.
• Provide assistance with intake processes as needed 
• Able to demonstrate strong organizational skills.
• Adaptive with demonstrated ability to perform and prioritize multiple work tasks. 
• Maintains a professional and positive attitude at all times.
• Demonstrates compliance with Innovative Integrated Health policies and procedures and DHCS/CMS regulatory requirements 
• Attend and participate in staff meetings, in-services, projects, and committees as assigned.
• Adhere to and support the center’s practices, procedures, and policies including assigned break times and attendance.
• Accept assigned duties in a cooperative manner; and perform all other related duties as assigned.
• Be flexible in schedule of hours worked.
• May require use of personal vehicle

Working Conditions and Physical Demands

The working conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to access all areas of the center throughout the workday.
• Requires constant hand grasp and finger dexterity; frequent sitting, standing, walking and repetitive leg and arm movements,  occasional bending, reaching forward and overhead; squatting and kneeling.
• Ability to lift up to 35 pounds occasionally, 15 pounds frequently, and 7 pounds constantly; required to obtain assistance of another qualified employee when attempting to lift or transfer objects over 25 pounds.
• Ability to communicate verbally, with an excellent comprehension of the English language.
• Work is generally performed in an indoor, well-lighted, well-ventilated, heated, and air-conditioned environment.

Requirements

Knowledge, Skills, and Abilities

Bilingual Korean or Vietnamese

• Working knowledge of physical, mental, spiritual, and social needs of the frail elderly and their families.
• Effective management skills.
• Ability to work with ethnically diverse populations.
• Ability to apply creative problem-solving skills to the complex issues.
• Ability to work with interdisciplinary teams.
• Strong organizational skills, flexible, resourceful, and energetic.
• Effective oral and written communication skills.

Requirements and Education:

• Valid Driver’s license
• Automobile insurance verification 
• Ability to engage in local travel
• Is medically cleared form communicable diseases and has all immunizations up-to-date before engaging in direct participant  contact
• Minimum of one (1) of documented experience working with a frail or elderly population.
• Experience as a Community Health Worker or similar training preferred.
• Is medically cleared of communicable diseases and has all immunizations up-to-date before engaging in direct participant contact.

Core Values

Respect at the core of our interactions.

Honesty and Integrity with every endeavor

Patient – Centered care aligned with participant values, beliefs, and preferences. 

Encouragement that motivates and empowers others to be the best they can be. 

Quality Care that is efficient, transformative and innovative.