Salary Range: $23.00-$28.62 per hour

SUMMARY

Description: A team lead is responsible for implementing workflow procedures based on the direction from the Health Tech Navigator’s supervisor and team manager. Duties include providing key mentorship to health tech navigators, serve as subject matter expert on patient outreach and provide day-to-day agent support.

ESSENTIAL FUNCTIONS

• 70% of time will be spent on direct enrollments
  • Enrollment/Navigation goal will be adjusted accordingly
• 30% of time will be spent on administrative program duties (i.e. 1: 1 check ins, troubleshooting, meetings, team coordination, and special assigned projects)
• Changes in percentages of time will be communicated to leads based on program needs
• Serve as team lead and mentor for Health Tech Navigators
• Organize and run 1: 1 meetings with team members as needed
• Review agent performance data weekly
  • Discuss improvements and concerns with performance of staff in weekly Team Meetings
• Organize and manage team help desk tickets
• Maintain and update team calendar including team member days off
• Restructure and organize Team Handbook (OneNote)
• Attend and participate in designated leadership meetings to share information about the program.
• Organize recruitment efforts
• Participate in disciplinary processes as needed
• Fill in for supervisor in times of absence
• Work with Program Manager to assess specific site needs, report on team productivity, and create plans for improvement
• Develop and update LAHP training materials for DHS staff as needed
  • Example slide decks, cheat sheets
  • Update relevant job aids as needed
• Develop training materials for any relevant initiatives
• Organize and deliver LAHP trainings for various DHS staff positions
• Develop strategies to improve LAHP enrollment efficiency over the phone and in person
• Provide weekly reports of productivity and update to staff and Leadership team
• Create plans of outreach for the week using various tools
• May be tasked to support the contact center with incoming calls, bidirectional texting and ticket managing

JOB QUALIFICATIONS

• Excellent verbal communication, and the ability to convey important information clearly and effectively
• Strong leadership and initiative
• Excellent delegator and mediator
• People person, able to provide excellent customer service
• Quick decision-making and problem-solving abilities
• Excellent time management
• Responsible, goal oriented and
• Strong attention to detail and able to multitask
• Confident, proactive, and willing to take on workplace challenges
• Strong listening skills and receptive to feedback
• Works to positively motivate others

Education/Experience

• Bachelor’s Degree preferred but not required

Certificates/Licenses/Clearances

• Successful clearing through the Live Scan and Health clearance process with the County of Los Angeles.

Other Skills, Knowledge, and Abilities

• Bilingual (preferred)

PHYSICAL DEMANDS

Stand: Frequently

Walk: Frequently

Sit: Frequently

Handling / Fingering: Occasionally

Reach Outward: Occasionally

Reach Above Shoulder: Occasionally

Climb, Crawl, Kneel, Bend: Occasionally

Lift / Carry: Occasionally - Up to 25 lbs

Push/Pull: Occasionally - Up to 25 lbs

See: Constantly

Taste/ Smell: Not Applicable

Not Applicable = Not required for essential functions

Occasionally = (0 - 2 hrs/day)

Frequently = (2 - 5 hrs/day)

Constantly = (5+ hrs/day)

WORK ENVIRONMENT

General Office Setting, Indoors Temperature Controlled

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities to all employees and applicants, without regard to age (40 and over), national origin or ancestry, race, color, religion, sex, gender, sexual orientation, pregnancy or perceived pregnancy, reproductive health decision making, physical or mental disability, medical condition (including cancer or a record or history of cancer), AIDS or HIV, genetic information or characteristics, veteran status or military service.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.