Lead Community Resource Center (ONSITE- Norwalk 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. 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.

Responsibilities

• Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management.
• Maintains complex projects, engaging and updating key stakeholders, developing timelines, leading others to complete deliverables on time and ensuring implementation upon approval.
• 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.
• Monitors and assesses the planning, development, implementation, and analysis of CRC services, programming, and vendor management.
• Supports manager with immediate urgent decisions for center operations as applicable if manager is not available.
• 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.
• Manages 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.
• Creates 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.
• 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.

Skills

• Strong verbal and written communication and presentation skills.
• Excellent organizational skills.
• 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.
• 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.
• Exceptional customer service skills.
• Advanced proficiency in MS Office including Outlook, Word, Excel, and PowerPoint.
• Ability 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.
• Ability to adapt quickly to a fast-changing environment.

Benefits

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).