Lead Community Resource Center

Lead Community Resource Center

Job Category:
Customer Service

Department:
Community Resource Center-Palmdale

Location:

Palmdale, CA, US, 93350

Position Type:
Full Time

Requisition

Salary Range:$67,186.00(Min.) -$87,342.00(Mid.) -$(Max.)

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, 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.

The Lead Community Resource Center (CRC) is responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff. The Lead will assist the CRC Manager with developing a successful and cohesive CRC team.

The CRCs serve anyone in the community in which they are located; and therefore, this role will additionally provide expertise on developing and monitoring effective referral processes to connect non-member cases to the appropriate external resources. The lead will monitor and assess the planning, development, implementation, and analysis of CRC services, programming, and vendor management.

The Lead will support manager with immediate urgent decisions for center operations as applicable if manager is not available. Responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff.

Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management. Oversees the daily office workflow, develops and recommends enhancements to process and procedures. 10%

Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval. 10%

Mentors and trains staff on special projects and processes that support the overall operation of the CRC to provide an excellent customer experience, represent the CRC brand, and implement innovative programs. Proactively monitors risks and provides recommendations and implements mitigation plans to keep initiatives on-track. Implements continuous process improvements to workflows, processes, and customer‑centric support and member engagement are well as propose solutions for the implementation of new services.

10%

Oversees member‑centric customer service to respond to a wide range of simple to complex inquiries and bridges members to appropriate resources. Monitors implementation of child development activities and programs to support children development while parents and guardians attend a class or service appointment at the CRC. 10%

Leads implementation of extended‑hour schedule by providing operational support and demonstrated commitment to offering high quality in‑person service supporting CRC staff working extended‑hour schedules to support members and visitors that may need services outside of regular operating hours and days based on business needs. Escalates complex member/visitor or staffing issues to manager as appropriate. 10%

Create desk level procedures and provides extensive consultation on health care access issues and identification of resource needs based on social drivers identified through a health assessment process. Leads cross‑functional collaboration with multiple L.A. Care health plan departments. Implements the coordination of member service support across L.A. Care departments to ensure accountability and promote positive health care outcomes. 10%

Leads work plan development to define building, maintaining, and nurturing meaningful relationships with key internal and external stakeholders; and, monitors the growth of the CRC…