Community Health Specialist

GTT•LosAngelas, MD

1d•Onsite

About The Position

The Community Resource Center (CRC) Specialist III builds and maintains meaningful relationships with members of the community, Client 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 Client on CRC marketing and promotional initiatives to meet operational needs. Implements processes including coordination of member service support across Client Care departments and promotes 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 Client 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, and 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.

Requirements

Strong verbal and written communication 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
Ability to solve complex issues and identify creative solutions to assist members and community stakeholders
Must have the ability to troubleshoot problem areas and recommend effective alternative solutions and provide optimal customer service for internal and external customers
Demonstrates action oriented leadership 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
Must be able to work independently or as part of a diverse team while being business-minded as well as empathetic towards members
Must show initiative and act on anticipated business needs without prompting from management
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
Customer service background, outreach and engagement experience, and basic tech skills
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, and managing relationships with multiple stakeholders; OR experience related to health plan member services, health plan member benefits and knowledge of any of the following services: Care Management, Social Services, Health Education, or other social service or clinical teams
Product experience including knowledge of at least one of the following health care programs: 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

Nice To Haves

Experience with the Salesforce 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 the following threshold languages is highly desirable: English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese
Minimum of 3 years experience with database software, data entry, and reporting processes; Salesforce knowledge

Responsibilities

Build, maintain, and nurture meaningful relationships with key internal and external stakeholders; and, serve as an ambassador to grow CRC partnership brand recognition.
Identify key community stakeholders, assess community needs, and gather and analyze 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.
Make recommendations for 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; and, engage and educate members of the community on CRC programs.
Responsible for CRC outreach and engagement opportunities relevant to the mission of Client Care and the CRCs; recommend to senior management in the development and implementation of work plans.
Identify and recommend what outreach activities to prioritize and implement tactics to attract new Client 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 with the goal of generating brand awareness across various membership communities and geographical areas in Los Angeles County.
Oversee community initiatives leveraging relationships within Client Care, partner health plans, and with community stakeholders to promote access to health care programs, classes, and preventative services offered at the CRC.
Educate other Client departments on the necessary steps to implement relevant services and activities that will resonate with and engage members of the CRC community.
Lead the implementation of special projects and specific tasks that must be completed in order to ensure projects, initiatives, and events are successfully implemented within the required timeframe.
Proactively monitor risks and provide recommendations and implement mitigation plans to keep initiatives on-track.
Maintain consistent documentation of project deliverables, track and report project status.
Perform high quality in-person service and contribute to the extended-hour schedule of the CRC to support members and visitors that may need services outside of regular operating hours and days based on business needs.
Provide support in the creating of child activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC.
Guide the coordination of member-centric customer service to respond and resolve simple inquiries and complex questions and bridge members to appropriate resources.
Create resource guides and reference materials to identify available CRC, Client Care and Plan Partner benefits, resources, and programs to meet the member/visitor needs.
Provide guidance and support staff to identify, understand, and master meaningful program and benefit information and resources to inform and educate members, community residents, and other stakeholders.
Implement the appropriate approach to identify member or visitor resource needs in complex situations and take action to link the member/visitor to those services, programs, or resources.
Inform Client Care and Plan Partner members of health care tailored services including Care Management, Social Services, Health Education, and others.
Actively identify gaps in CRC services, resources, and programs, deliver recommendations for new programs and propose solutions for the implementation of new services.
Perform other duties as assigned.