Community Resource Center Specialist III

Overview

Community Resource Center Specialist III

Job Category : Customer Service

Department : Community Resource Center-Metro LA

Location : Los Angeles, CA, US, 90006

Position Type : Full Time

Requisition ID : 12433

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.

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, 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; acts as 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. Recommend 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; engages and educates members of the community on L.A. Care and CRC programs. Identifies outreach activities to prioritize and implement tactics to attract new L.A. Care and partner health plan members to participate in CRC services and programs.
• Responsible for collecting, transporting, and distributing CRC promotional items to community partners to generate brand awareness across various L.A. Care membership communities and geographical areas in Los Angeles County.

Cross-Collaboration : (25%)

Implementing Strategic Initiatives : (20%)

High-Touch Customer Focus : (15%)

Day-to-Day Representation : (15%)

Education

Required : Associate\'s Degree. In lieu of degree, equivalent education and / or experience may be considered.

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 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 Care Management, Social Services, Health Education, or related teams. Product experience including knowledge of 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; detail-oriented, collaborative and enthusiastic team player; ability to garner consensus for partnerships; problem-solving abilities; strong customer service orientation; action-oriented leadership; ability to multi-task and meet deadlines; ability to work independently or in a team; initiative and adaptability; advanced MS Office (Outlook, Word, Excel, PowerPoint); strong interpersonal skills; ability to read non-verbal cues; sound decision-making with incomplete information.

Preferred : Experience with Salesforce; knowledge of Medi-Cal beneficiary needs in social service / healthcare / government settings; knowledge of public agencies and resources; bilingual in one of L.A. Care\'s threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese).

Licenses / Certifications

Required : CPR Certified within 120 days of hire.

Training : Within 120 days of hire : CPR and California Mandated Reporter; MOAB, de-escalation techniques, safe lifting practices, Emergency Action Plan (EAP).

Physical Requirements

Moderate

Additional Information

Travel : Travel to offsite locations for work.

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

Benefits : L.A. Care offers a wide range of benefits including PTO, Tuition Reimbursement, Retirement Plans, Medical / Dental / Vision, Wellness Program.

Nearest Major Market : Los Angeles

Job Segment : Medicare, Social Services, Data Entry, Relationship Manager, Medicaid, Healthcare, Service, Administrative, Customer Service

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