Community Resource Center Specialist III (ONSITE- Palmdale Location)

L.A. Care Health Plan•Palmdale, CA

5d•Onsite

About The Position

The Community Resource Center (CRC) Specialist III builds and maintains relationships with community members, L.A. Care departments, partner health plans, community-based and government agencies, and CRC vendors and instructors. The role leads community and provider outreach and engagement to increase traffic at an assigned CRC and connect community members with physical and health education programs, classes, and resources. The Specialist serves as a liaison for CRC marketing and promotional initiatives and coordinates member-service support across L.A. Care departments to promote positive health care outcomes. The role provides consultation on health care access and identifies resource needs based on social drivers found through health assessments. It conducts ongoing assistance and follow-up in select cases, and provides expertise on referral processes for non-members to connect them with appropriate external resources. The Specialist participates in planning, developing, implementing, and analyzing CRC services and programming, and managing vendors. The role may lead special projects, develop work plans and technical procedures, manage relationships, and serve as a subject matter expert and mentor to other staff. The position is based onsite at the Palmdale location and requires travel to offsite locations for work. It contributes to the CRC’s extended-hour schedule as needed based on business needs. The position has moderate physical requirements.

Requirements

Associate's degree; equivalent education and/or experience may be considered in lieu of a degree.
At least 1 year of community work focused on health care, public health, or health education; or at least 1 year of operations experience with community events, complex projects, and multiple stakeholders; or related experience with health plan member services, benefits, and services such as Care Management, Social Services, Health Education, or other social-service or clinical teams.
Product experience that includes knowledge of at least one of Medicaid/Medi-Cal, Covered California, Medicare, or Medicare Dual Special Needs Plan.
At least 1 year of experience related to marketing, brand-awareness tactics, or social media.
Experience with database software, data entry, and reporting processes.
Strong verbal and written communication skills.
Excellent organizational skills; attention to detail; and a collaborative, enthusiastic team approach.
Ability to build consensus and support for partnerships and initiatives involving multiple stakeholders.
Ability to solve complex issues, identify creative solutions, troubleshoot problems, recommend alternatives, and provide optimal customer service.
Action-oriented leadership, initiative, urgency, energy, and enthusiasm in taking on new opportunities and challenges.
Ability to multitask, meet competing deadlines, and maintain accuracy and attention to detail.
Ability to work independently and as part of a diverse team, balancing business needs with empathy toward members.
Ability to adapt quickly to a changing environment and anticipate business needs without prompting.
Advanced proficiency in MS Office, including Outlook, Word, Excel, and PowerPoint.
Strong interpersonal skills, ability to read non-verbal cues, and situational adaptability.
Ability to make sound decisions with incomplete information.
CPR certification within 120 days of hire.
Complete CPR and California Mandated Reporter training within 120 days of hire, along with Management of Aggressive Behavior (MOAB), de-escalation techniques, safe lifting practices, and Emergency Action Plan (EAP) training.
Travel to offsite locations for work.

Nice To Haves

Bachelor's degree.
At least 3 years of experience with database software, data entry, and reporting processes.
Knowledge of Salesforce.
Experience with the Salesforce CRM platform.
Knowledge of the needs of Medi-Cal beneficiaries in a social service, healthcare, nonprofit, or government setting.
Knowledge of public agencies, organizations, and other resources that support CRC visitors.
Bilingual ability in an L.A. Care threshold language: English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, or Vietnamese.

Responsibilities

Build and maintain relationships with internal and external stakeholders and represent the CRC to increase partnership brand recognition.
Identify community stakeholders, assess community needs, and gather and analyze data to inform outreach and targeted member engagement.
Plan, develop, analyze, and implement member and community engagement activities to increase CRC traffic and connect community members with physical and health education programs and classes.
Coordinate communications and marketing through multiple platforms, educate community members about L.A. Care and CRC programs, and distribute promotional materials to community partners.
Recommend outreach priorities, tactics, and work plans to attract L.A. Care and partner health plan members to CRC services and programs.
Coordinate community initiatives with L.A. Care, partner health plans, and community stakeholders to promote access to CRC health care programs, classes, and preventative services.
Educate L.A. Care departments about implementing services and activities that will engage the CRC community.
Lead special projects and tasks, monitor risks, recommend and implement mitigation plans, and document, track, and report project status and deliverables.
Provide high-quality in-person service and contribute to the CRC’s extended-hour schedule based on business needs.
Support the creation of children’s activities and programs for children whose parents or guardians attend CRC classes or appointments.
Guide member-centric customer service, resolve inquiries and complex questions, and connect members and visitors with appropriate resources.
Create resource guides and reference materials about CRC, L.A. Care, and partner health plan benefits, resources, and programs.
Guide and support staff in learning program, benefit, and resource information to educate members, residents, and stakeholders.
Assess complex member or visitor resource needs and connect people with appropriate services, programs, and resources.
Inform L.A. Care and partner health plan members about tailored services, including Care Management, Social Services, and Health Education.
Identify gaps in CRC services, resources, and programs; recommend new programs and propose implementation solutions.
Perform other duties as assigned.