Senior Community Health Worker

Heluna Health•Alhambra, CA

About The Position

A team lead is responsible for implementing workflow procedures based on the direction from the Health Tech Navigator's supervisor and team manager. Duties include providing key mentorship to health tech navigators, serve as subject matter expert on patient outreach and provide day-to-day agent support. 70% of time will be spent on direct enrollments Enrollment/Navigation goal will be adjusted accordingly 30% of time will be spent on administrative program duties (i.e. 1:1 check ins, troubleshooting, meetings, team coordination, and special assigned projects) Changes in percentages of time will be communicated to leads based on program needs Serve as team lead and mentor for Health Tech Navigators Organize and run 1:1 meetings with team members as needed Review agent performance data weekly Discuss improvements and concerns with performance of staff in weekly Team Meetings Organize and manage team help desk tickets Maintain and update team calendar including team member days off Restructure and organize Team Handbook (OneNote) Attend and participate in designated leadership meetings to share information about the program. Organize recruitment efforts Participate in disciplinary processes as needed Fill in for supervisor in times of absence Work with Program Manager to assess specific site needs, report on team productivity, and create plans for improvement Develop and update LAHP training materials for DHS staff as needed Example slide decks, cheat sheets Update relevant job aids as needed Develop training materials for any relevant initiatives Organize and deliver LAHP trainings for various DHS staff positions Develop strategies to improve LAHP enrollment efficiency over the phone and in person Provide weekly reports of productivity and update to staff and Leadership team Create plans of outreach for the week using various tools May be tasked to support the contact center with incoming calls, bidirectional texting and ticket managing Enrollment/Navigation goal will be adjusted accordingly Discuss improvements and concerns with performance of staff in weekly Team Meetings Example slide decks, cheat sheets Update relevant job aids as needed

Requirements

Excellent verbal communication, and the ability to convey important information clearly and effectively
Strong leadership and initiative
Excellent delegator and mediator
People person, able to provide excellent customer service
Quick decision-making and problem-solving abilities
Excellent time management
Responsible, goal oriented and Strong attention to detail and able to multitask
Confident, proactive, and willing to take on workplace challenges
Strong listening skills and receptive to feedback
Works to positively motivate others
Successful clearing through the Live Scan and Health clearance process with the County of Los Angeles.

Nice To Haves

Bachelor's Degree preferred but not required
Bilingual (preferred)

Responsibilities

Implementing workflow procedures based on the direction from the Health Tech Navigator's supervisor and team manager.
Providing key mentorship to health tech navigators
Serve as subject matter expert on patient outreach and provide day-to-day agent support.
Serve as team lead and mentor for Health Tech Navigators
Organize and run 1:1 meetings with team members as needed
Review agent performance data weekly
Discuss improvements and concerns with performance of staff in weekly Team Meetings
Organize and manage team help desk tickets
Maintain and update team calendar including team member days off
Restructure and organize Team Handbook (OneNote)
Attend and participate in designated leadership meetings to share information about the program.
Organize recruitment efforts
Participate in disciplinary processes as needed
Fill in for supervisor in times of absence
Work with Program Manager to assess specific site needs, report on team productivity, and create plans for improvement
Develop and update LAHP training materials for DHS staff as needed
Update relevant job aids as needed
Develop training materials for any relevant initiatives
Organize and deliver LAHP trainings for various DHS staff positions
Develop strategies to improve LAHP enrollment efficiency over the phone and in person
Provide weekly reports of productivity and update to staff and Leadership team
Create plans of outreach for the week using various tools
May be tasked to support the contact center with incoming calls, bidirectional texting and ticket managing