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Lead Community Resource Center

Job Category: Customer Service

Department: Community Resource Center-Palmdale

Location:

Palmdale, CA, US, 93350

Position Type: Full Time

Requisition ID: 11671

Salary Range: $67,186.00 (Min.) - $87,342.00 (Mid.) - $107,498.00 (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 Lead Community Resource Center (CRC) is responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff. The Lead will assist the CRC Manager with developing a successful and cohesive CRC team.

The CRCs serve anyone in the community in which they are located; and therefore, this role will additionally provide expertise on developing and monitoring effective referral processes to connect non-member cases to the appropriate external resources. The lead will monitor and assess the planning, development, implementation, and analysis of CRC services, programming, and vendor management.

The Lead will support manager with immediate urgent decisions for center operations as applicable if manager is not available. Responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff.

Duties

Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management. Oversees the daily office workflow, develops and recommends enhancements to process and procedures. 10%

Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval. 10%

Mentors and trains staff on special projects and processes that support the overall operation of the CRC to provide an excellent customer experience, represent the CRC brand, and implement innovative programs. Proactively monitors risks and provides recommendations and implements mitigation plans to keep initiatives on-track. Implements continuous process improvements to workflows, processes, and customer-centric support and member engagement are well as propose solutions for the implementation of new services. 10%

Oversees member-centric customer service to respond to a wide range of simple to complex inquiries and bridges members to appropriate resources. Monitors implementation of child development activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC. 10%

Leads implementation of extended-hour schedule by providing operational support and demonstrated commitment to offering high quality in-person service supporting CRC staff working extended-hour schedules to support members and visitors that may need services outside of regular operating hours and days based on business needs. Escalates complex member/visitor or staffing issues to manager as appropriate. 10%

Create desk level procedures and provides extensive consultation on health care access issues and identification of resource needs based on social drivers identified through a health assessment process. Leads cross-functional collaboration with multiple L.A. Care health plan departments. Implements the coordination of member service support across L.A. Care departments to ensure accountability and promote positive health care outcomes. 10%

Duties Continued

Leads work plan development to define building, maintaining, and nurturing meaningful relationships with key internal and external stakeholders; and, monitors the growth of the CRC partnership brand recognition. 10%

Assesses partnership opportunities and identifies key community stakeholders, assesses community needs, and gathers and analyzes data to inform an integrated approach to outreach activities and targeted member engagement. Makes recommendations for bridging members of the community to physical and health education programs and classes that will enhance health outcomes and member experience. 5%

Provides support to the CRC management in developing strategies and tactics to implement community and provider outreach and engagement initiatives to increase member traffic at a CRC and bridge members of the community to classes and resources. Oversees the member engagement platforms by developing and implementing a strategy for CRC staff to act as a liaison to the L.A. Care departments that play a role on CRC-specific marketing, communications, and promotional initiatives to promote member and community engagement. 10%

Creates and leads community initiatives leveraging relationships within L.A. Care and Blue Shield Promise Health Plan and with community stakeholders to promote access to health care programs, classes, and preventative services offered at the CRC. 5%

Provides training and education to 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. 5%

Performs other duties as assigned. 5%

Education Required

Associate's Degree

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

Education Preferred

Bachelor's Degree

Experience

Required:

A minimum of 4 years of experience in community events and leading projects focused on health care, public health, or health education.

At least 6 months of experience leading projects and/or staff, managing relationships with multiple stakeholders and have worked as a senior CRC Specialist.

Health care product experience including one of the following health care programs: Medicaid/Medi-Cal, Covered California, or Medicare Special Needs Plan.

Experience working cross-functionally with Care Management, Social Services, Health Education, and other social service or clinical teams.

Preferred:

Experience with Salesforce Customer Relationship Management (CRM) platform.

Skills

Required:

Strong verbal and written communication and presentation 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.

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

Demonstrated ability to troubleshoot problem areas, recommend effective alternative solutions, and provide optimal customer service for internal and external customers.

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

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

Strong ability to build effective teams with persuasive skills and ability to motivate others.

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

Ability to take initiative and act on anticipated business needs without prompting from management.

Exceptional customer service skills.

Strong 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:

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.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Moderate

Additional Information

Required:

Requires walking, standing to a significant degree, dexterity of hands and fingers to operate a variety of standard office equipment. Requires sitting most of the time, but entails bending/ lifting, pushing and/or pulling of arm or leg controls. The job may require working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible.)

Travel to offsite locations for work

Ability to work some evenings and weekends.

Preferred:

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

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)