Consumer Relations Coordinator - HCLA Grant

NORTHEAST VALLEY HEALTH CORPORATION•Los Angeles, CA

About The Position

The Consumer Relations Coordinator (CRC) under the HCLA Access & Availability Grant is a customer friendly individual whose primarily role is to schedule Initial Health Assessment (IHA) appointments to new members to access care within health plan access standard requirements and assist with minimizing broken appointments for the annual wellness exams. Serves as back up with the handling of calls transferred by the Call Center to verify Managed Care eligibility/assignment, PCP changes and other duties related to Managed Care. Grant Cycle Period: 1/1/26-12/31/26 Reports to: Director of Managed Care & Enrollment

Requirements

High school graduate or General Educational Development (GED) Certificate with two years of experience in a community organization linking individuals to public health and social services.
Certified Enrollment Counselor (CEC) Certificate preferred. If not certified, must be able to complete training within 30 days of hire and maintain certification annually.
Current California driver’s license, access to reliable vehicle working excellent working condition, and proof of motor vehicle insurance required.
Fluency in Spanish (speak, interpret, read, and write).
Must have exceptional oral and written skills and public speaking experience.
Must have pleasant, community-oriented attitude and a professional appearance.
Sensitivity to the different cultures represented among members and staff.
Ability to utilize a personal computer, with working knowledge of Microsoft office programs to include Microsoft Outlook.
Ability to maintain complete confidentiality regarding health care and other patient or client information.
Willing and able to work a flexible and sometimes variable schedule.

Nice To Haves

Experience in or a working knowledge in a managed care environment preferred.
Some knowledge and understanding of the public charge assessment preferred.

Responsibilities

Schedules new Managed Care patients for their Initial Health Assessment (IHA) within health plan access standards. Utilizes the IPA reports available for IHA scheduling. Contacts patients on the new enrollee lists that have not responded to the text message advising to schedule an appointment.
Assists with scheduling and confirming appointments for Annual Wellness Exam (AWE) sessions to minimize broken appointments. Fill broken appointment slots as needed.
Collaborate with external vendor performing AWE home visits by reviewing spreadsheet and confirming which members prefer a home visit vs. an in-person clinic visit. Assists with other related tasks as needed.
File completed home visit records by retrieving records from the shared IPA drive and upload to corresponding patient chart.
Verifies eligibility for new Managed Care patients transferred by the Call Center by using health plan eligibility portals or by calling the health plan. The CRC is responsible for scheduling medical appointments once eligibility is confirmed by following established scheduling guidelines.
Assists the Call Center with scheduling all types of appointments during peak hours daily by logging into the calling queue.
Handles Primary Care Physician (PCP) change requests forwarded by the Call Center and contacts the respective health plans to process the change (includes helping new members choose a PCP).
Solves any insurance problems/issues with eligibility verification.
Answer calls from new Managed Care members with questions related to their health benefits. Any voicemail messages are to be returned within 1 business day.
Schedule patients on triage template for RN/Transitions of Care (TOC) team as deemed necessary and create chart for new patient.
Assist with scheduling Medicare Annual Wellness Exams (AWE) and upload related forms and visit notes to patient charts.