Community Resource Center Specialist III- Onsite Metro Los Angeles Location

About the role

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. As the nation’s largest publicly operated health plan serving more than 2 million members, L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and to support the safety net required to achieve that purpose. The Community Resource Center (CRC) Specialist III builds and maintains meaningful relationships with community members, 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 to physical and health education programs, classes, and resources.

Responsibilities

• Outreach and Engagement (25%): Builds, maintains, and nurtures relationships with key internal and external stakeholders; acts as an ambassador to grow CRC partnership brand recognition. Identifies community stakeholders, assesses needs, gathers and analyzes data to inform management. Plans, develops, analyzes, and implements member and community engagement activities to increase CRC traffic. Recommends bridging members to physical and health education programs and classes. Handles communications and marketing across platforms to increase traffic and educate the community on L.A. Care and CRC programs. Collects, transports, and distributes CRC promotional items to community partners to generate brand awareness.
• Cross‑Collaboration (25%): Oversees community initiatives leveraging relationships within L.A. Care, partner health plans, and community stakeholders to promote access to health care programs, classes, and preventative services offered at the CRC. Educates other L.A. Care departments on steps to implement relevant services and activities that engage the CRC community.
• Implementing Strategic Initiatives (20%): Leads implementation of special projects and specific tasks to ensure timely completion. Proactively monitors risks, provides recommendations, implements mitigation plans. Maintains documentation, tracks and reports project status.
• High‑Touch Customer Focus (15%): Provides high‑quality in‑person service, supports extended‑hour CRC schedule. Assists in creating child‑focused activities and programs to support children while parents/guardians attend classes or appointments.
• Day‑to‑Day Representation (15%): Guides coordination of member‑centric customer service to respond to inquiries and bridge members to appropriate resources. Creates resource guides and reference materials for CRC, L.A. Care, and plan partner benefits. Provides guidance to staff to master program and benefit information. Identifies member/visitor resource needs in complex situations and links them to services. Informs members of tailored services such as Care Management, Social Services, Health Education. Actively identifies gaps in CRC services, recommends new programs, and proposes solutions. Performs other duties as assigned (10%).

Requirements

• Education: Associate’s Degree required; Bachelor’s Degree preferred. Equivalent education and/or experience may be considered in lieu of a degree.
• Experience: 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, managing relationships with multiple stakeholders; OR experience related to health plan member services, benefits, and knowledge of Care Management, Social Services, Health Education, or other social service/clinical teams. Product experience with at least one of: Medicaid/Medi‑Cal, Covered California, Medicare, or Medicare Dual Special Needs Plan. Minimum 1 year experience related to marketing, brand awareness tactics, or social media. Experience with database software, data entry, and reporting processes. Preferred: Minimum 3 years experience with database software, data entry, and reporting; Salesforce knowledge.
• Licenses/Certifications: Cardiopulmonary Resuscitation (CPR) certification required within 120 days of hire. Preferred training (within 120 days of hire): CPR, California Mandated Reporter