PACE - Participant Services Coordinator

Schedule: Monday-Friday 8:00AM-4:30PM . 40 hours

About the Position

The Participant Services Coordinator serves as the primary point of contact for participants, caregivers, visitors, and staff at the PACE Center. This role is responsible for front-desk operations, participant check-in/check-out, call management,
transportation coordination updates, and administrative support for the interdisciplinary team. The coordinator creates a welcoming environment while ensuring accurate attendance tracking, effective communication, and excellent customer service.
Promotes and acts as a role model for CARE principles (Courtesy, Positive Attitude, Respect, and Enthusiasm) throughout the PACE Center.

Overview of Responsibilities

Participant Reception and Customer Service
• Welcome participants, caregivers, visitors, and vendors.
• Check participants in and out of the PACE Center daily.
• Maintain accurate attendance records and participant census reports.
• Notify clinical staff of participant arrivals, absences, or concerns.
• Provide exceptional customer service to participants and families.

Communication and Call Management
• Answer and route incoming participant and caregiver calls.
• Triage non-clinical inquiries and direct clinical concerns to nursing staff.
• Communicate transportation delays, schedule changes, and appointment
information.
• Maintain participant communication logs and message tracking systems.
• Assist participants with scheduling and coordination needs.

Transportation Coordination
• Communicate participant attendance changes to transportation staff.
• Monitor transportation-related issues and escalate concerns appropriately.
Administrative Support
• Support the interdisciplinary team with clerical and administrative functions.
• Prepare and maintain participant files and documentation.
• Assist with mail distribution, copying, scanning, and filing.
• Maintain office supplies and front desk organization.
• Generate attendance and operational reports as requested.

Compliance and Confidentiality
• Maintain participant confidentiality in accordance with HIPAA regulations.
• Follow all PACE policies and procedures.
• Ensure accurate documentation and record retention.
• Participate in quality improvement activities as assigned.

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

Education & Experience

• High school diploma or GED required.

• Minimum of 2 years of customer service, receptionist, or administrative experience.