Lead Community Resource Center

L.A. Care Health Plan-posted 2 months ago
$67,186 - $107,498/Yr
Full-time • Mid Level
Los Angeles, CA
1,001-5,000 employees
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The Lead Community Resource Center (CRC) is responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff. The Lead will assist the CRC Manager with developing a successful and cohesive CRC team. The CRCs serve anyone in the community in which they are located; and therefore, this role will additionally provide expertise on developing and monitoring effective referral processes to connect non-member cases to the appropriate external resources. The lead will monitor and assess the planning, development, implementation, and analysis of CRC services, programming, and vendor management. The Lead will support manager with immediate urgent decisions for center operations as applicable if manager is not available.

  • Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management.
  • Oversees the daily office workflow, develops and recommends enhancements to process and procedures.
  • Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.
  • Mentors and trains staff on special projects and processes that support the overall operation of the CRC to provide an excellent customer experience.
  • Proactively monitors risks and provides recommendations and implements mitigation plans to keep initiatives on-track.
  • Implements continuous process improvements to workflows, processes, and customer-centric support and member engagement.
  • Oversees member-centric customer service to respond to a wide range of simple to complex inquiries and bridges members to appropriate resources.
  • Monitors implementation of child development activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC.
  • Leads implementation of extended-hour schedule by providing operational support and demonstrated commitment to offering high quality in-person service.
  • Creates desk level procedures and provides extensive consultation on health care access issues and identification of resource needs.
  • Leads cross-functional collaboration with multiple L.A. Care health plan departments.
  • Implements the coordination of member service support across L.A. Care departments to ensure accountability and promote positive health care outcomes.
  • Leads work plan development to define building, maintaining, and nurturing meaningful relationships with key internal and external stakeholders.
  • Assesses partnership opportunities and identifies key community stakeholders, assesses community needs, and gathers and analyzes data.
  • Provides support to the CRC management in developing strategies and tactics to implement community and provider outreach and engagement initiatives.
  • Creates and leads community initiatives leveraging relationships within L.A. Care and Blue Shield Promise Health Plan.
  • Provides training and education to other L.A. Care departments on the necessary steps to implement relevant services and activities.
  • Performs other duties as assigned.
  • A minimum of 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.
  • Health care product experience including one of the following health care 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.
  • Experience with Salesforce Customer Relationship Management (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.
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)
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