Community Resource Center Specialist II

Job Summary

The Community Resource Center (CRC) Specialist II supports in building relationships with members of the community, L.A. Care departments, and Blue Shield of California Promise Health Plan staff (under a collaborative partnership agreement), community based agencies, government agencies, and CRC vendors and instructors. The role supports community and provider communication and engagement initiatives to increase member traffic at a CRC and provides information to members of the community to physical and health education programs, classes and resources. Acts as a key partner to support the CRC marketing and promotional initiatives to meet operational needs. Follows workflows to refer members to receive services across L.A. Care departments that support a member's health care journey to promote positive health care outcomes. Helps connect members and community participants in understanding health care access issues, identifies resource needs based on social drivers resulting from member inquiries and health assessments, and refers to the appropriate source for subject matter assistance. Provides ongoing member assistance and follow-up in select cases. Works in partnership with L.A. Care health plan departments to provide customer service, social services support, care management, health education resources, behavioral health, member engagement marketing and communication, relies on line of business product knowledge and business insight. The CRCs serve anyone in the community in which they are located; and therefore, this role will provide support on referral processes to connect non-member cases to the appropriate external resources and collaborate with key stakeholders across L.A. Care in support of positive outcomes for members.

Supports the planning and development, implementation, and analysis of CRC services, programming, and vendor management. This role may support special projects following directions and instructions from a work plan, technical procedures, and relationship management ensuring successful implementation of CRC initiatives.

Duties

Day-to-Day Representation: (25%)
Supports the coordination of member-centric customer service to respond and resolve inquiries and questions and bridges members to appropriate resources.  Provides guidance and support to inform, guide, and educate members, community residents, and other stakeholders regarding health education programs, benefit information, resources and support available at L.A. Care and partner health plan benefits, CRC resources to meet the member/visitor needs. Collaborates with team members to create resource guides and reference materials.  Implements the appropriate approach to identify member or visitor resource needs in complex situations and takes action to link the member/visitor to the appropriate services, programs, or resources. Actively identifies gaps in CRC services, resources, and programs, delivers recommendations for new programs and proposes solutions for the implementation of new services.  Participates in day-to-day work operations including opening and closing of the CRC, ordering and maintaining of office supplies, and inventory. Supports CRC vendors which deliver facility maintenance. Coordinates, maintains, and schedules CRC calendar and conference rooms, including management of appointments. Prepares conference/training rooms and assists with support services, as needed. Answers incoming calls in a timely and professional manner.  

High-Touch Customer Focus: (25%) 
Performs high quality in-person service and contributes to the extended-hour schedule of the CRC to support members and visitors that may need services outside of regular operating hours and days based on business needs. Implements child development activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC.                                          

Cross-Collaboration: (20%)
Supports community initiatives maintaining good relationships within L.A. Care and Blue Shield Promise Health Plan, and with community stakeholders to promote access to health care programs, classes, and preventative services offered at the CRC.  Provides information to other L.A. Care departments on services and activities that resonate with and engage members of the CRC community based on hands-on experience at the Center.

Outreach and Engagement: (15%) 

Supports and nurtures relationships with key internal and external stakeholders; and, is an ambassador to promote CRC partnership brand recognition.  Establishes relationships with key community stakeholders, informs management on community needs, and enters data to inform an integrated approach to outreach activities and targeted member engagement.  Supports planning, development, implementation, and analysis, of member and community engagement activities to increase member traffic at the supports outreach and engagement activities to attract new L.A. Care and partner health plan members into the CRC to participate in services and programs. Provides feedback to bridge members of the community to physical and health education programs and classes which will enhance health outcomes and member experience.  Supports communications and marketing efforts through multiple platforms to increase member traffic at assigned CRC.

Duties Continued

Implementing Strategic Initiatives: (15%)
Supports the implementation of special projects which include identifying the scope of work responsibilities, accountabilities, deliverables, key milestones, timelines, and specific tasks that  must be completed in order to ensure project, initiatives, and events are successfully implemented within the required timeframe.
Supports in monitoring risks and provides recommendations for management to implement mitigation plans to keep initiatives on-track.  Collaborates in the maintenance of consistent documentation of project deliverables, tracks and reports project status.   

Performs other duties as assigned. (10%)

Education Required

Education Preferred

Experience

Required:
At least 6 months of community work focused on health care, public health, or health education, OR at least 6 months of operations work experience, community events, leading projects, and supporting relationships with multiple stakeholders.                                                                                                                         
Experience with data entry and reporting processes. 

Preferred:
Previous experience in child development activities.  

Skills

Required:
Ability to communicate verbally and in writing.

Organizational skills.

Detail-oriented, collaborative and enthusiastic team player. 

Ability to assist with inquiries and identify creative solutions to assist members and community stakeholders.

Ability to troubleshoot problem areas and support effective alternative solutions and provide optimal customer service for internal and external customers.

Action oriented attitude to take on new opportunities and rewarding challenges with a sense of urgency, high energy, and enthusiasm.

Ability to multi-task and meet competing deadlines while maintaining attention to detail and accuracy.

Ability to work independently or as part of a diverse team while applying business-insight as well as empathy towards members.

Initiative to act on anticipated business needs in the operational and customer service areas.
 
Ability to adapt quickly to a fast-changing environment.

Knowledge of MS Office including Outlook, Word, Excel, and PowerPoint

Excellent customer service skills.

Interpersonal skills, ability to read non-verbal cues and apply situational adaptability skills.

Ability to make sound decisions with incomplete information.

Preferred:
Experience with the 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.

Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Required: 
Cardiopulmonary resuscitation  (CPR) and California Mandated Reporter within 90 days-of-hire

Preferred: 
Management of Aggressive Behavior (MOAB), de-escalation techniques training, safe lifting practices training.

Physical Requirements

Additional Information

Required:

Travel to offsite locations for work.