PACE - Participant Services Coordinator

0106 PACE

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

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.

• 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.

• 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.

• Communicate participant attendance changes to transportation staff.
• Monitor transportation-related issues and escalate concerns appropriately.

• 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.

• 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.

• High school diploma or GED required.
• Minimum of 2 years of customer service, receptionist, or administrative experience.