Community Resource Center Specialist III

Job Category: Customer Service

Department: Community Resource Center- South LA

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 11737

Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Community Resource Center (CRC) Specialist III builds and maintains meaningful relationships with members of the community, L.A. Care departments, partner health plans, community based agencies, government agencies, and CRC vendors and instructors. The role leads community and provider outreach and engagement initiatives to increase member traffic at a CRC and bridges members of the community to physical and health education programs, classes and resources. Acts as a liaison to the L.A. Care on CRC marketing and promotional initiatives to meet operational needs. Implements processes including coordination of member service support across L.A. Care departments and promote positive health care outcomes. Provides extensive consultation on health care access issues, and identification of resource needs based on social drivers identified through a health assessment process. This position also conducts ongoing member assistance and follow-up in select cases. Collaborates with cross-functional L.A. Care health plan departments The CRCs serve anyone in the community in which they are located; and therefore, this role will provide expertise on referral processes to connect non-member cases to the appropriate external resources.

Participates in the planning, and development, implementation, and analysis of CRC services, programming, and vendor management. This role may serve as a lead on special projects through the development and implementation of a work plan, technical procedures, and relationship management ensuring successful implementation of CRC initiatives. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.

Duties

Outreach and Engagement: (25%)

Builds, maintains, and nurtures meaningful relationships with key internal and external stakeholders; and, is an ambassador to grow CRC partnership brand recognition. Identifies key community stakeholders, assesses community needs, and gathers and analyzes data to inform management with an integrated approach to outreach activities and targeted member engagement. Plan, develop, analyze and implement member and community engagement activities to increase member traffic at the CRCs. Makes recommendations for bridging members of the community to physical and health education programs and classes which will enhance health outcomes and member experience. Responsible for communications and marketing efforts through multiple platforms to increase member traffic at assigned CRC; and, engages and educates members of the community on L.A. Care and CRC programs. Responsible for CRC outreach and engagement opportunities relevant to the mission of L.A. Care and the CRCs; recommends to senior management in the development and implementation of work plans. Identifies and recommends what outreach activities to prioritize and implement tactics to attract new L.A. Care and partner health plan members to participate into the CRC services and programs. Responsible for collecting, transporting, and distributing CRC promotional items to community partners with the goal of generating brand awareness across various L.A. Care membership communities and geographical areas in Los Angeles County.

Cross-Collaboration: (25%)

Oversees the community initiatives leveraging relationships within L.A. Care, partner health plans, and with community stakeholders to promote access to health care programs, classes, and preventative services offered at the CRC. Educates other L.A. Care departments on the necessary steps to implement relevant services and activities that will resonate with and engage members of the CRC community.

Implementing Strategic Initiatives: (20%)

Leads the implementation of special projects and specific tasks that must be completed in order to ensure project, initiatives, and events are successfully implemented within the required timeframe. Proactively monitors risks and provides recommendations and implements mitigation plans to keep initiatives on-track. Maintains consistent documentation of project deliverables, tracks and reports project status.

Duties Continued

High-Touch Customer Focus: (15%) Performs high quality in-person service and contributes to the extended-hour schedule of the CRC to support members and visitors that may need services outside of regular operating hours and days based on business needs. Provides support in the creating of child creating of activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC.

Day-to-Day Representation: (15%) Guides the coordination of member-centric customer service to respond and resolve simple inquiries and complex questions and bridges members to appropriate resources. Creates resource guides and reference materials to identify available CRC, L.A. Care and Plan Partner benefits, resources, and programs to meet the member/visitor needs. Provides guidance and support staff to identify, understand, and master meaningful program and benefit information and resources to inform and educate members, community residents, and other stakeholders. Implements the appropriate approach to identify member or visitor resource needs in complex situations and takes action to link the member/visitor to those services, programs, or resources. Informs L.A. Care and Plan Partner members of health care tailored services including Care Management, Social Services, Health Education, and others. Actively identifies gaps in CRC services, resources, and programs, delivers recommendations for new programs and proposes solutions for the implementation of new services.

Performs other duties as assigned. (10%)

Education Required

Associate's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Bachelor's Degree

Experience

Required:

At least 1 year of community work focused on health care, public health, or health education or

At least 1 year of operations work experience with community events, leading complex projects, and managing relationships with multiple stakeholders or experience related to health plan member services, health plan member benefits and knowledge of any of the following services: Care Management, Social Services, Health Education, or other social service or clinical teams.

Product experience including knowledge of at least one of the following health care programs: Medicaid/Medi-Cal, Covered California, Medicare, or Medicare Dual Special Needs Plan.

Minimum of 1 year experience related to marketing, brand awareness tactics, or social media

Experience with database software, data entry, and reporting process.

Preferred:

Minimum of 3 years experience with database software, data entry, and reporting processes. Salesforce knowledge.

Skills

Required:

Strong verbal and written communication skills

Excellent organizational skills.

Must be a detail-oriented, collaborative and enthusiastic team player.

Strong ability to garner consensus on and support for new partnerships and initiatives, particularly when projects rely on participation by multiple internal or external stakeholders.

Ability to solve complex issues and identify creative solutions to assist members and community stakeholders.

Must have the ability to troubleshoot problem areas and recommend effective alternative solutions and provide optimal customer service for internal and external customers.

Demonstrates action oriented leadership to take on new opportunities and rewarding challenges with a sense of urgency, high energy, and enthusiasm.

Ability to multi-task and meet competing deadlines while maintaining attention to detail and accuracy.

Must be able to work independently or as part of a diverse team while being business-minded as well as empathetic towards members.

Must show initiative and act on anticipated business needs without prompting from management.

Ability to adapt quickly to a fast-changing environment.

Advanced proficiency in MS Office including Outlook, Word, Excel, and PowerPoint

Strong interpersonal skills and ability to read non-verbal cues with a high level of situational adaptability.

Ability to make sound decisions with incomplete information.

Preferred:

Experience with the Salesforce CRM platform

Knowledge and understanding of the unique needs of the Medi-Cal beneficiary populations within a social service, healthcare, not-for-profit, or government setting.

Knowledge of public agencies, organizations, and other resources that support Community Resource Center visitors.

Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Required:

Cardiopulmonary resuscitation (CPR) and California Mandated Reporter within 90 days-of-hire

Preferred:

Management of Aggressive Behavior (MOAB), de-escalation techniques training, safe lifiting practices training.

Physical Requirements

Moderate

Additional Information

Required:

Travel to offsite locations for work.

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offers a wide range of benefits including

• Paid Time Off (PTO)

• Tuition Reimbursement

• Retirement Plans

• Medical, Dental and Vision

• Wellness Program

• Volunteer Time Off (VTO)