Manager, Community Resource Centers

Job Summary

The Manager, Community Resource Centers (CRC) provides leadership, strategic direction, relationship management and oversight of the L.A. Care CRC facility operations. The CRC allows L.A. Care to fulfill its mission to serve vulnerable populations by providing services in the local communities where our members reside, throughout Los Angeles County. CRCs are standalone locations that operate independently similar to retail storefronts with significant walk-in traffic consisting of both health plan members and non-members. The average size of an CRC is 8 – 12,000 square feet. This position is responsible for the direct supervision, recruitment, training, and performance evaluation of CRC staff. With guidance from CRC leadership and research, the CRC Manager will align CRC programming and services to the organization’s strategic priorities and community needs. The role is responsible for making quality informed decisions that are in the best interest of L.A. Care and its stakeholders. 

The Manager, Community Resource Centers is also responsible for the day to day implementation and evaluation of the Plan Partner joint strategy that will provide hubs of enhanced member-focused services and programming and benefits to the community through addressing social determinants of health. This includes facilitating the work of Plan Partner staff to serve their members as well as facilitating the activities of L.A. Care remote workers assigned to an CRC. Responsible for the development and management of community partner and local provider relationships that support in engaging participants to CRC activities and services. This position functions as the L.A. Care management representative in external stakeholder community meetings on behalf of the CRC. Works in collaboration with internal departments to enhance CRC operations in support of improved health care outcomes for L.A. Care members and the community. This position oversees the annual marketing, promotional, community events, and health screening programs for their assigned CRC. This person will independently manage an off-site location and will act to resolve higher-level or complex issues that may impact the overall operation of the CRC and its brand all while maintaining open lines of communication with higher level leadership. 

Manages all aspects of running an efficient  team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Operations and Strategic Support: Provides leadership, strategic direction, relationship management and oversight of the L.A. Care CRC facility operations. With guidance from CRC leadership and research, the CRC Manager will align CRC programming and services to the organization’s strategic priorities and community needs. Manages relationships with onsite Plan Partner staff and management and contributes to the strategic plan and implementation of joint programs for Medi-Cal members. Facilitates activities of L.A. Care staff assigned to work remotely at an CRC Promotes strategic and informed CRC programming and activities that include health education, physical fitness, wellness, and social supports to increase member engagement and retention for L.A. Care’s CRC Brand and supports the goals of the joint L.A. Care/Plan Partner CRC initiative. Manages the development, implementation, and evaluation of CRC operations, programming and services. Oversees marketing and promotional event activity to build awareness and understanding of CRC programs and benefits. Oversees implementation of the annual CRC health screening programs. Identifies, assesses, and manages vendor contracts and Memoranda of Understanding (MOUs) and the related logistical coordination to ensure high quality services aligned with the CRC mission. The role is responsible for making quality informed decisions that are in the best interest of L.A. Care and its stakeholders. Collaborates closely with internal stakeholders, including the Sales and Marketing team to promote L.A. Care’s brand identity, lines of business and CRC initiatives through the development of marketing materials, special events, and other related activities. Works in collaboration with internal departments to enhance CRC operations in support of improved health care outcomes for L.A. Care members and the community. Understands when to adequately engage leadership support to resolve sensitive human resources issues or political situations. Actively seeks input from direct supervisor to make timely and well-informed decisions.

People and Performance Management: Manages CRC staff, establishes clear responsibilities and processes for monitoring work and measuring results. Assigns work, provides clear expectations of the role, and evaluates and manages performance standards and goals. This position is responsible for the direct supervision, recruitment, training, and performance evaluation of CRC staff. Provides guidance and support to establish processes that help resolve escalated requests from members and community participants in order to address health and social service needs. Creates a team environment that fosters a feeling of belonging and strong team morale among staff. Promotes open dialogue and collaboration among the team while establishing common objectives aligned to organizational employee engagement strategies. 

Stakeholder Engagement: Serves as leader in exploring, building and supporting new partnerships that will prove strategic to enhance local health initiatives and innovative programs. Co-management of location in shared operational project with plan partner. Functions as L.A. Care management representative in external stakeholder community meetings on behalf of the CRCs, as needed. 

Reporting Management and Data Monitoring: Supervises the collection and synthesis of quantitative and qualitative information. Tracks data on the individual CRC activities and utilizes the data to drive decision making across CRC services. Ensures that new activities and outcomes are tracked as part of the data collection. 

Perform other duties as assigned. 

Duties Continued

Education Required

Education Preferred

Experience

Required: 
At least 5 years of demonstrated experience with ability to effectively and efficiently allocate resources. At least 2 years of supervisory/management experience.

Equivalency:  Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Experience with planning community health-focused events and in managing simple to complex projects, preferably in the managed care field.

Health education experience and/or able to identify and manage external community resources that help address the social determinants of health.

Experience working with ethnically diverse populations in a community setting. 

Preferred:
Prior work experience managing nonprofit/ social services, specifically in the area of government funded programs.

Skills

Required:

Solid knowledge of health care and various managed care programs including Medi-Cal, Medicare, Covered CA, etc., as well as basic public health and community health principles.

Familiarity with health data analysis and collection.

High degree of initiative, a self-starter and the ability to work independently.

Strong verbal and written communication skills and ability to make clear presentations.

Strong interpersonal skills and a demonstrated ability to work collaboratively as a member of a diverse team.

Preferred:
Intermediate skills in the use of Microsoft Word, Excel, PowerPoint, and database programs preferred.

Preferred:
Bilingual in one of LA 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

Physical Requirements

Additional Information

Required:

Flexibility regarding hours to meet the business needs of the center, which may require weekends and evenings.

Travel to offsite locations for work.