Enrollment Coordinator - PACE

About Us

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

Neighborhood Healthcare PACE is a managed medical plan built around surrounding participants with a team of physicians, nurses, social workers, therapists and care coordinators to help them maintain good health and a good quality of life. Our goal is to keep our seniors happy and healthy at home surrounded by their family and community.

As a private, non-profit 501(C) (3) community health organization, we serve over 500k medical, dental, and behavioral health visits from more than 100,000 people annually. With two PACE centers located in Riverside County, our PACE program is positioned to serve over 650 senior participants.

ROLE OVERVIEW and PURPOSE

The Enrollment Coordinator serves as the initial point of contact for individuals interested in Neighborhood Healthcare PACE (Program of All-Inclusive Care for the Elderly). This position is responsible for educating prospective participants and their families about the PACE program, managing incoming leads from multiple referral sources, coordinating program tours, and responding to enrollment-related phone inquiries. The Enrollment Coordinator plays a critical role in creating a positive first impression, ensuring timely follow-up with prospective participants, and maintaining an organized flow of leads through the enrollment pipeline. This position works collaboratively with the Outreach Specialists, Enrollment Specialists, and other internal departments to support participant growth and enrollment goals.

Schedule: Monday-Friday, 8am-5pm. This position is hybrid.

Responsibilities

• Serve as the primary point of contact for incoming enrollment inquiries, including answering and directing enrollment-related phone calls, returning messages, and responding to prospective participants and referral sources
• Provide initial education regarding the PACE program, including program benefits, services, general eligibility requirements, and the enrollment process
• Receive, review, document, and distribute incoming leads from multiple sources, including internal referrals, community partners, electronic referrals, telephone inquiries, and other approved channels
• Ensure leads are accurately entered into the designated customer relationship management (CRM) system and assigned to the appropriate team member for timely follow-up
• Schedule PACE center tours, introductory meetings, and follow-up appointments for prospective participants and their families
• Coordinate tour logistics with the appropriate PACE center and staff to ensure a welcoming and informative experience
• Conduct initial telephone outreach and follow-up with prospective participants to provide information, answer general questions, and encourage engagement with the program
• Maintain accurate and timely documentation of all lead interactions, referral sources, appointment schedules, and follow-up activities
• Monitor lead status and assist with identifying outstanding inquiries, missed appointments, and leads requiring additional follow-up
• Collaborate with Outreach Specialists and Enrollment Specialists to facilitate a smooth transition of prospective participants through the enrollment process
• Escalate questions regarding eligibility, clinical needs, benefits, or complex enrollment situations to the appropriate team member
• Follow established organizational policies, procedures, and applicable PACE marketing and outreach requirements when communicating with prospective participants
• Support the department's enrollment goals by providing timely, professional, and consistent service to prospective participants and referral partners
• Provide exceptional customer service and demonstrate professionalism in all interactions with prospective participants, family members, caregivers, referral sources, and internal staff
• Communicate effectively with individuals from diverse cultural, ethnic, and socioeconomic backgrounds
• Maintain working knowledge of Neighborhood Healthcare, PACE services, and the general enrollment process
• Demonstrate strong organizational skills and the ability to manage multiple phone calls, inquiries, appointments, and competing priorities
• Maintain confidentiality and safeguard participant and prospective participant information in accordance with organizational policies and applicable privacy requirements
• Participate in departmental meetings, training sessions, and process improvement activities
• Assist with administrative projects and other duties as assigned
• May require occasional travel between PACE centers or attendance at departmental events or meetings

Qualifications

Education/Experience

• High School Diploma/GED required; Additional education or coursework in business administration, healthcare administration, communications, or a related field preferred
• 2 years of experience in customer service, call center operations, scheduling, reception, administrative support, or a related customer-facing role required
• Valid driver's license required and maintained as a condition of employment
• Active auto insurance required and maintained as a condition of employment
• Experience in healthcare, senior services, managed care, or community-based programs preferred
• Familiarity with Medicare, Medi-Cal, Medicaid, or other health coverage programs preferred
• Experience using a customer relationship management (CRM) system, electronic health record (EHR), scheduling platform, or call management system preferred
• Experience coordinating appointments, managing referral pipelines, or supporting sales and enrollment teams preferred
• Bilingual(Spanish) preferred
• Current Basic Life Support (BLS) certification required upon hire and must be maintained as a condition of employment.
  • These courses must follow AHA guidelines- may be completed through approved online providers such as ProMed or other equivalent programs that meet recognized BLS standards
  • In addition, current CPR and First Aid certification are required for all PACE employees in accordance with CMS and DHCS requirements. First Aid training will be provided at onboarding and must be renewed annually.

Additional Qualifications (Knowledge, Skills and Abilities)

• Must complete required organizational training and any applicable PACE marketing and compliance training within established timeframes.
• Must successfully complete the applicable California DHCS PACE and Medi-Cal Marketing Certification examination within the timeframe required by organizational policy and applicable regulations.
• Strong telephone etiquette and customer service skills
• Ability to explain program information clearly and professionally to individuals with varying levels of familiarity with healthcare services
• Ability to accurately document interactions and maintain organized electronic records
• Effective time management, multitasking, and follow-through
• Ability to recognize when questions or concerns require escalation to an Outreach Specialist, Enrollment Specialist, supervisor, or other appropriate department
  
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information
• Ability to learn and follow established workflows, procedures, and regulatory requirements
• Ability to thrive in a collaborative, fast-paced environment while maintaining a positive and participant-focused approach
  

Physical Requirements

• Ability to lift/carry 10lbs/weight
• Ability to sit/stand for long periods of time
• May require movement throughout PACE centers to coordinate and support prospective participant tours

COMPLIANCE (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintains current knowledge of policies and procedures as they relate to safe work practices
• Follows all safety procedures and reports unsafe conditions
• Uses appropriate body mechanics to ensure an injury free environment
• Familiarity with location of nearest fire extinguisher and emergency exits
• Follows all infection control procedures including blood-borne pathogen protocols
• Maintains privacy of all patients, employees and volunteer information and access such information only on a need-to-know basis for business purposes
• Comply with all regulations regarding corporate integrity and security obligations
• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range: $24.95 to $34.93 per hour, depending on experience.

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.