Lead Community Resource Center (ONSITE- Inglewood Location)

L.A. Care Health Plan•Inglewood, CA

13d•Onsite

About The Position

The Lead Community Resource Center (CRC) is responsible for daily workflow and leading assigned staff. The role mentors, coaches, serves as a resource for staff, and provides performance feedback. In partnership with the CRC Manager, the Lead helps develop a cohesive CRC team and supports urgent operational decisions when the manager is unavailable. Because CRCs serve anyone in their communities, the Lead also provides expertise in developing and monitoring referral processes that connect non-member cases with appropriate external resources. The Lead monitors planning, development, implementation, and analysis of CRC services, programming, and vendor management. The position oversees office workflow and customer service, supports staff and projects, improves processes, and coordinates member services and community partnerships across L.A. Care and external stakeholders. The role also supports outreach, engagement, educational programming, and in-person services, including extended-hour operations as business needs require.

Requirements

Associate's degree; equivalent education and/or experience may be considered in lieu of a degree.
At least 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 working as a senior CRC Specialist.
Health care product experience with at least one of the following 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.
Strong verbal, written communication, and presentation skills.
Strong organizational skills; detail-oriented, collaborative, and enthusiastic team-player approach.
Ability to garner consensus and support for partnerships and initiatives involving multiple internal or external stakeholders.
Ability to solve complex issues, identify creative solutions, troubleshoot problem areas, recommend alternatives, and provide excellent customer service to internal and external customers.
Action-oriented leadership, initiative, urgency, energy, and enthusiasm when taking on opportunities and challenges.
Ability to multitask, meet competing deadlines, and maintain attention to detail and accuracy.
Ability to build effective teams, persuade, and motivate others.
Ability to work independently or as part of a diverse team while being business-minded and empathetic toward members.
Ability to anticipate business needs and take initiative without prompting from management.
Exceptional customer service skills and ability to adapt quickly to a fast-changing environment.
Advanced proficiency in Microsoft 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.
Within 120 days of hire, complete CPR and California Mandated Reporter training; Management of Aggressive Behavior (MOAB), de-escalation techniques, safe lifting practices, and Emergency Action Plan (EAP) training.
Ability to travel to offsite locations for work.
Ability to work some evenings and weekends.

Nice To Haves

Bachelor's degree.
Experience with the Salesforce Customer Relationship Management (CRM) platform.
Knowledge and understanding of the unique needs of Medi-Cal beneficiary populations in a social service, health care, not-for-profit, or government setting.
Knowledge of public agencies, organizations, and other resources that support CRC visitors.
Bilingual ability in one of L.A. Care Health Plan’s threshold languages: English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, or Vietnamese.

Responsibilities

Lead assigned staff, regularly assign and check work, and provide guidance, training, and performance feedback to department management.
Oversee daily office workflow and develop and recommend process and procedure enhancements.
Manage complex projects, engage and update stakeholders, develop timelines, lead delivery of project deliverables, and ensure implementation after approval.
Mentor and train staff on special projects and processes supporting CRC operations, customer experience, CRC brand representation, and innovative programming.
Monitor risks, recommend and implement mitigation plans, and drive continuous improvement of workflows, processes, customer-centric support, and member engagement.
Recommend solutions for implementing new services.
Oversee member-centric customer service for simple to complex inquiries and connect members with appropriate resources.
Monitor child development activities and programs available while parents or guardians attend CRC classes or appointments.
Lead implementation of extended-hour schedules and support staff providing in-person services outside regular operating hours or days as business needs require.
Escalate complex member, visitor, or staffing issues to the manager as appropriate.
Create desk-level procedures and provide consultation on health care access issues and resource needs identified through health assessments and social drivers.
Lead cross-functional collaboration across L.A. Care departments and coordinate member-service support to promote accountability and positive health outcomes.
Develop work plans for building and maintaining relationships with internal and external stakeholders and monitor growth of CRC partnership brand recognition.
Assess partnership opportunities and community needs, identify stakeholders, and gather and analyze data to guide outreach and targeted member engagement.
Recommend ways to connect community members with physical and health education programs and classes that can enhance health outcomes and member experience.
Support CRC management in developing community and provider outreach and engagement strategies to increase CRC traffic and connect community members with classes and resources.
Oversee member engagement platforms and develop a strategy for CRC staff to liaise with L.A. Care departments on CRC marketing, communications, and promotional initiatives.
Create and lead community initiatives with L.A. Care, Blue Shield Promise Health Plan, and community stakeholders to promote access to CRC health care programs, classes, and preventive services.
Train and educate other L.A. Care departments on implementing services and activities relevant to and engaging for CRC community members.
Perform other duties as assigned.