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Customer Solution Center Project Manager II (Temporary)

Job Category:  Customer Service
Department:  CSC Training & Performance

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  8117


Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.

Job Summary

The Customer Solution Center (CSC) Project Manager II manages, assesses and executes strategies based on identified stakeholder needs, as well as regulatory requirements. The position is responsible for overseeing the department's outreach and engagement projects aligned with organizational strategic goals and department initiatives. The position will work closely and aid each CSC vertical by creating project documentation and workflows, managing interdepartmental traffic/requests for CSC department project support, maintaining vertical SharePoint sites, and developing and maintaining a master calendar of CSC projects, activities and regulatory timeframes. The position will participate in the development, monitoring, and up keep of all Desk Level Procedures and Policies and Procedures, ensuring an annual review is implemented and completed. Works closely with the CSC Technical Writer to ensure processes and procedures are accurately configured in the On Line Help Tool and assist the CSC Program and Initiatives Managers with project execution and implementation. 


Partners, supports and collaborates with keystakeholders in scoping, implementing, evaluating and managing portfolio of assigned projects.  Oversees the development and strategic implementation of multimodal member communications programs for all LOBs, including product/service-specific campaigns across multiple distribution channels.


Collaborates with and leads cross-functional project teams to address project requirements, including developing/tracking deliverables and maintaining regular on going communication with project stakeholders; develop and maintain Desk Level Procedures/Policies and Procedures. Maintain knowledge of product line contracts, regulations, requirements, and obligations and ensure responsible business units are compliant with requirements.


Identifies, recommends and applies business solutions derived from research and analysis findings for all assigned CSC projects/programs. Documents project/program and business workflows and processes, project plans and meeting minutes with input from key stakeholders and project team members. Lead process evaluation and improvement activities and analysis and research activities in areas such as customer satisfaction and best practices.


Performs other duties as assigned.

Education Required

Bachelor's Degree in Business Administration or Health Administration
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred


At least 3-5 years of experience in project management with the demonstrated experience on the following list of stated knowledge, experience and/ or skills. 


Experience in developing work plans/documents, working in databases.


Previous experience in project/program management with health plan or provider services/operations and knowledge of Medicaid managed care.


Strong interpersonal, written and verbal communication skills, and work collaboratively and independently within the established guidelines, policies, and procedures. 


Detailed oriented and excellent organizational skills.


Proficiency in Microsoft Office applications. and Visio.


Facilitation of discussions regarding member communication processes.

Licenses/Certifications Required

Licenses/Certifications Preferred

Project Management Professional (PMP)

Required Training

Additional Information


L.A. Care offers a wide range of benefits including

  • Medical, Dental and Vision
  • Wellness Program
  • Paid Sick Leave


At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.

Nearest Major Market: Los Angeles

Job Segment: Medicaid, Healthcare

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