JOB SUMMARY

Under the direction of the Director of Outreach and Engagement (OED), the Engagement Navigator builds trust with prospects and families, assesses needs and program eligibility with care, and guides them through intake and enrollment to ensure participant success. The role involves clearly presenting the benefits of BoldAge PACE, maintaining accurate CRM and EMR documentation, and fostering seamless communication across outreach, clinical, and operational teams. Serving as a knowledgeable and confidential resource, the Engagement Navigator also analyzes data and feedback to strengthen the customer experience and program effectiveness. This position is essential to delivering high-quality, personalized care while upholding BoldAge PACE’s core values of People First, Seek to Understand, Exceed Expectations, Do the Right Thing, and Be Bold.

ESSESNTIAL DUTIES AND RESPONSIBILITIES:

• Implement the Outreach and Engagement Plan and associated activities as a member of the Outreach and Engagement Department
• Respond to all communications as quickly, accurately, and thoroughly as possible
• Prioritize providing service and solving problems in all interactions with community contacts and potential enrollees.
• Provide information about the program benefits, requirements, and eligibility to all interested individuals, groups, family members, and the community
• Participate in the enrollment assessment process to determine eligibility for PACE. Collaborate with other PACE staff and team members in the assessment and initial care planning process.
• Assist with the Medicaid eligibility determination process with the potential enrollee, their family, state Medicaid office, PACE business office.
• Coordinate with healthcare providers to obtain health-related records for potential enrollees.
• Obtain all necessary agreements, permissions, and consents from the potential enrollee.
• Represent the potential enrollee in meetings with IDT members communicating their needs
• Facilitate PACE enrollment with the potential enrollee and their families and caregivers, ensuring they understand and agree to the program enrollment.
• Support and guide the new participants through the first three (3) months of their PACE enrollment. Assist with communications with the interdisciplinary team, answer participants’ questions, address issues as needed.
• Maintain thorough documentation of intake and enrollment data and activities
• Establish a “people first” approach in all client encounters and enrollment activities.
• Strive to exceed expectations for census enrollment targets working with the team to prioritize and execute enrollment activities.
• Demonstrate accountability for all intake systems and interactions.
• Participate in outreach activities as needed.
• Apply principles of diversity and inclusion and ensure their incorporation into the culture, policies, and practices of the outreach and engagement department.
• Adhere to all company policies, procedures, OSHA safety guidelines, and infection control practices to ensure a safe and compliant working environment.
• Protect privacy and maintain strict confidentiality regarding company information, employees, participants, and families.
• Support quality improvement initiatives while maintaining accurate and professional standards of practice.
• Participate in required staff meetings, training, and continuing education, and maintain professional affiliations and certifications.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION

• A bachelor's degree in health care administration, business, communications, marketing, or related human services field is preferred.
• High School diploma or equivalent is required.
• Experience in community outreach, intake, enrollment, or marketing preferred.
• 1 year experience working with the frail and elderly population, if this is not present training will be provided.

LANGUAGE SKILLS (MULTILINGUAL PREFERRED)

• English Fluency required .
• Spanish fluency strongly preferred.
• Proficiency in Gujarati, Hindi, and/or Punjabi is highly desirable and supports effective engagement with the local community.
• Multilingual candidates are strongly encouraged to apply.

PRE-EMPLOYMENT REQUIREMENTS:

• 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.    
• Must comply with all pre-employment screening and verification processes.