Outreach and Enrollment Coordinator (Cantonese/Mandarin)

Job Summary:

The Outreach and Enrollment Coordinator is often the first point of contact for prospective PACE participants and their caregivers. This role guides individuals through the inquiry, eligibility screening, intake, and enrollment process; explains PACE, Medicare, and Medi-Cal services clearly; gathers required documentation; schedules assessments, visits, and tours; and helps ensure a smooth, respectful enrollment experience.

Essential Job Functions

• Provide welcoming, responsive customer service by phone, email, and in person to prospective participants, caregivers, and referral sources.
• Explain PACE services, eligibility requirements, Medicare/Medi-Cal processes, and available community supports in clear, accessible language.
• Conduct initial eligibility screenings, phone intakes, education, and enrollment assistance to understand participant needs and determine next steps.
• Collect, verify, and maintain accurate demographic information, Medi-Cal documents, and other required intake and enrollment paperwork within required timeframes.
• Support prospective enrollees through the Medi-Cal application process from start to completion, ensuring information is complete and accurate.
• Build relationships with prospective participants and caregivers, helping secure face-to-face meetings, assessments, visits, and PACE center tours.
• Partners closely with the Outreach team, Enrollment RN, IDT, and center leaders to deliver a coordinated, participant-centered enrollment experience.
• Conduct tours of the PACE center and explain available services to participants and family caregivers.
• Document medical, social, and enrollment-related information needed to assess initial participant needs.
• Identify issues, trends, and barriers in the enrollment process and recommend solutions to improve efficiency and participant experience.
• Make referrals to appropriate agencies or community services as needed.
• Stay current on Medi-Cal policies, procedures, and program requirements through ongoing training.
• Work collaboratively with the PACE team while maintaining compliance with program rules, regulations, and organizational policies.
• Perform other projects and duties as assigned.

Organizational Responsibilities

• Reflect the organization’s mission, vision, values, and standards of behavior.
• Follow organizational policies, procedures, and code of conduct.
• Support accreditation, regulatory compliance, and quality standards.
• Foster an inclusive, culturally responsive work environment.
• Participate in professional development to maintain required competencies.
• Use financial and physical resources responsibly to support organizational sustainability.

Minimum Qualifications

• High school diploma or GED required.
• Ability to speak Cantonese and/or Mandarin
• At least 3 years of administrative or office experience; medical office experience preferred.
• At least 1 year of experience working with frail or elderly populations, or ability to complete required training upon hire.
• Knowledge of healthcare systems, managed care, Medicare, Medi-Cal benefits, and related regulations preferred.
• Experience with data entry, database management, EMR systems, or equivalent systems preferred.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Strong communication skills, with the ability to adapt to diverse audiences.
• Excellent attention to detail, accuracy, organization, and time management.
• Ability to work independently and collaboratively in a diverse, fast-paced environment.
• Strong analytical and problem-solving skills.
• Valid driver’s license and acceptable driving record required.
• Ability to travel throughout the PACE service area.