Manager, Operations - San Diego Information Resource Center

Blue Shield of California•San Diego, CA

20d

About The Position

The Information Resource Center (IRC) Manager is responsible for managing the Blue Shield Promise Health Plan Information Resource Center (IRC). The center connects members from both Blue Shield Promise and the San Diego community to resources and personalized services that foster community connections, address social needs, and keep people active, healthy and informed. The IRC Manager will report to the Senior Manager of Operations. In this role you will manage the IRC Representatives and Community Health Advocate (CHA) assigned to the IRC. You will provide leadership and oversight of the team’s roles and responsibilities such as providing care coordination for Blue Shield Promise members, participating in community events, and offering access to care and support services during field visits and at the IRC. In addition, you will work collaboratively with other leaders to manage the day-to-day operations and management of the IRC. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Requirements

Requires a bachelor’s degree or equivalent experience
Requires at least 7 years of prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
Requires at least 5 years of Medi-Cal managed care experience
Requires at least 3 years of experience developing, implementing, and evaluating care navigation, quality and cost of health care improvement programs
Must have excellent oral and written communication skills with the ability to influence cross-functional teams, including interfacing with key internal and external stakeholders, health plan members, providers and the general public
Must be a strong team player, action and solution oriented and have a sense of urgency to achieve goals

Nice To Haves

Bilingual Spanish speaking, reading, and writing preferred
Project management experience a plus

Responsibilities

Be responsible for a singular team, department, or functional area; scope of oversight includes planning, cost management and methods
Direct and control the activities of one or more smaller/less complex department(s) or functional area(s) through subordinate supervisors/team leads
Provide developmental and training opportunities for team members
Establish operational objectives for department or functional area and participate with other managers to establish group objectives, specifically the Los Angeles IRC Manager
Establish and manage CHA care coordination efforts to support individual members needs through collaboration with internal departments, program referrals, information sharing and community resources
Develop, implement, and evaluate care navigation, quality and cost of health care improvement programs
Produce key performance indicators dashboards tracking progress on key objectives
Oversee improvements to processes, policies and procedures that facilitate achievement of key objectives
Develop standard operating manual, capturing policies, procedures and best practices for the IRC Team
Responsible for the daily operations of the IRC Team including staffing, work schedules, assignments, efficient workflow, and performance
Train and monitor the IRC Team’s daily productivity, performance, and documentation in the care management system
Communicate with parties within and outside of the operational team, which may include but are not limited to community based-organizations, external customers, and/ or vendors