Customer Engagement and Experience Advocate III
L.A. Care Health Plan
full-time
Posted on:
Location Type: Office
Location: Los Angeles • California • United States
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Salary
💰 $77,265 - $123,625 per year
About the role
- Advocates and assists members in navigating their health plan benefits, accessing care, resolving issues, addressing waste and abuse, and connecting to community, clinical, and social services
- Handles complex, sensitive, or escalated cases
- Provides guidance to other advocates
- Collaborates across departments to improve the member experience
- Conducts high-touch outreach to support vulnerable or high-risk populations, including seniors, individuals with chronic conditions, and members with unmet social needs
- Serves as a subject matter expert for benefit interpretation, care coordination pathways, and service workflows
- Resolves escalated inquiries from customer service, care management, and provider relations
- Connects members to community resources related to housing, food, transportation, financial assistance, behavioral health, and other social determinants of health (SDoH) needs
- Supports member engagement initiatives such as health literacy outreach, preventive care reminders, redetermination support, and quality-improvement campaigns
Requirements
- Associate's Degree (In lieu of degree, equivalent education and/or experience may be considered)
- At least 5 years of experience in member services, advocacy, care coordination, customer service, or healthcare navigation
- Experience working with vulnerable, underserved, and culturally diverse populations
- Experience resolving individual cases with regulatory state agencies
- Strong understanding of health plan benefits, medical terminology, and the healthcare delivery system
- Excellent communication, problem-solving, and conflict-resolution skills
- 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)
- Knowledge of healthcare regulations and policies and procedures
- Proficiency with CRM systems, case management tools, and documentation standards
Benefits
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
health plan benefitscare coordinationmedical terminologyhealthcare delivery systemcase managementregulatory compliancedocumentation standards
Soft skills
communicationproblem-solvingconflict resolutionadvocacycollaborationmember engagement
Certifications
Associate's Degree