PACE Receptionist

Job Description

Job Description

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 PACE Receptionist serves as the first point of contact for participants, visitors, and callers, providing a welcoming, professional, and participant-centered experience at the PACE center. This role supports front desk operations, participant flow, and communication while ensuring accurate scheduling, coordination, and information sharing. In addition to front desk responsibilities, this role provides administrative and operational support to the site as needed, including coordination activities and support for special projects.

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

Responsibilities

• Greets participants, visitors, and vendors upon arrival and provides assistance, guidance, and direction as needed to ensure a positive experience
• Answers and manages incoming phone calls, emails, and other communication, appropriately screening, transferring, resolving, and documenting inquiries in a timely manner
• Responds to urgent or emergency calls in accordance with PACE protocols, ensuring timely escalation and communication to appropriate staff
• Supports participant check-in and check-out processes, including verifying information and ensuring accurate tracking of attendance and services
• Coordinates and schedules participant appointments, including troubleshooting conflicts, addressing urgent needs, and communicating with staff, caregivers, and providers to ensure timely access to care
• Ensures that appropriate and timely documentation of all updates, encounters, and communication is completed in accordance with organizational standards
• Provides eligibility status and benefit information for participants as needed
• Addresses participant and provider inquiries and escalates issues as appropriate when resolution is not immediately possible
• Supports participant flow throughout the center, including coordination with transportation and clinical teams to ensure timely movement and service delivery
• Assists with maintaining accurate participant records and demographic information, and supports coordination of medical records requests and documentation as directed
• Supports tracking and coordination of participant scheduling activities, including appointment reminders, follow-up on missed visits, and communication of updates to appropriate team members
• Maintains front desk operations, including managing incoming and outgoing mail, maintaining organized reception areas, and ensuring readiness of participant-facing materials
• Provides administrative support to site operations, including assisting with scheduling, basic coordination tasks, and clerical support as needed
• Supports special projects and operational initiatives as directed by the Center Director, including assisting with coordination, tracking tasks, and follow-up
• Serves as a liaison between participants, families, and interdisciplinary team members to support communication and coordination of services
• Provides backup administrative support across the center as needed
• Maintains confidentiality of participant and organizational information in accordance with HIPAA and organizational policies
• Attends required meetings, trainings, and educational sessions
• Ensures timely and accurate completion of assigned tasks
• Performs other duties as assigned

Qualifications  

Education/Experience

• High School Diploma/GED required
• 1 year of Customer Service experience preferred
• Bilingual(Spanish) highly 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)

• Excellent verbal and written communication skills, including superior composition, typing, and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experienced with adult day health center or PACE programs
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements 

• Ability to lift/carry 15 lbs/weight
• Ability to stand for long periods of time

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 report 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, employee and volunteer information and access such information only on a need-to-know basis for business purposes
• Complies 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: $22.00 - $29.41 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.