Community Resource Center Specialist II- Onsite Panorama City Location

Job Summary

The Community Resource Center (CRC) Specialist II supports in building relationships with members of the community, L.A. Care departments, and Blue Shield of California Promise Health Plan staff (under a collaborative partnership agreement), community based agencies, government agencies, and CRC vendors and instructors. The role supports community and provider communication and engagement initiatives to increase member traffic at a CRC and provides information to members of the community to physical and health education programs, classes and resources. Acts as a key partner to support the CRC marketing and promotional initiatives to meet operational needs. Follows workflows to refer members to receive services across L.A. Care departments that support a member's health care journey to promote positive health care outcomes. Helps connect members and community participants in understanding health care access issues, identifies resource needs based on social drivers resulting from member inquiries and health assessments, and refers to the appropriate source for subject matter assistance. Provides ongoing member assistance and follow-up in select cases. Works in partnership with L.A. Care health plan departments to provide customer service, social services support, care management, health education resources, behavioral health, member engagement marketing and communication, relies on line of business product knowledge and business insight. The CRCs serve anyone in the community in which they are located; and therefore, this role will provide support on referral processes to connect non-member cases to the appropriate external resources and collaborate with key stakeholders across L.A. Care in support of positive outcomes for members.

Duties

• Supports the coordination of member-centric customer service to respond and resolve inquiries and questions and bridges members to appropriate resources.
• Provides guidance and support to inform, guide, and educate members, community residents, and other stakeholders regarding health education programs, benefit information, resources and support available at L.A. Care and partner health plan benefits, CRC resources to meet the member/visitor needs.
• Collaborates with team members to create resource guides and reference materials.
• Implements the appropriate approach to identify member or visitor resource needs in complex situations and takes action to link the member/visitor to the appropriate services, programs, or resources.
• Actively identifies gaps in CRC services, resources, and programs, delivers recommendations for new programs and proposes solutions for the implementation of new services.
• Supports the planning and development, implementation, and analysis of CRC services, programming, and vendor management.
• Supports in monitoring risks and provides recommendations for management to implement mitigation plans to keep initiatives on-track.
• Collaborates in the maintenance of consistent documentation of project deliverables, tracks and reports project status.

Education & Experience

• Education Required: Not specified
• Education Preferred: Not specified
• Experience Required: At least 6 months of community work focused on health care, public health, or health education, OR at least 6 months of operations work experience, community events, leading projects, and supporting relationships with multiple stakeholders.
• Experience with Data Entry and Reporting Processes: Not specified
• Preferred: Previous experience in child development activities.

Skills

• Ability to communicate verbally and in writing.
• Organizational skills.
• Detail-oriented, collaborative and enthusiastic team player.
• Ability to assist with inquiries and identify creative solutions to assist members and community stakeholders.
• Ability to troubleshoot problem areas and support effective alternative solutions and provide optimal customer service for internal and external customers.
• Action oriented attitude 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.
• Ability to work independently or as part of a diverse team while applying business-insight as well as empathy towards members.
• Initiative to act on anticipated business needs in the operational and customer service areas.
• Ability to adapt quickly to a fast-changing environment.
• Knowledge of MS Office including Outlook, Word, Excel, and PowerPoint.
• Excellent customer service skills.
• Interpersonal skills, ability to read non-verbal cues and apply situational adaptability skills.
• Ability to make sound decisions with incomplete information.
• Preferred: Experience with the Salesforce Customer Relationship Management (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).

Physical Requirements

• Travel to offsite locations for work.

Additional Information

• 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
• Retail Plans
• Medical, Dental and Vision
• Wellness Program
• Volunteer Time Off (VTO)