Job Category: Administrative, HR, Business Professionals
Location:
Los Angeles, CA, US, 90017
Position Type: Full Time
Requisition ID: 6428
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.
Job Summary
The Product Solutions Specialist I role is focused on providing end to end development and management for new product line initiatives. This position is responsible to ensure the new products and services support a positive product experience to members. This position works closely with the team to establish a roadmap for deliverables and provides professional support that enables Directors and Product Solutions Managers to perform their responsibilities effectively. This position is accountable to deliver initiatives on time and on budget. This position integrates into the overall Product Annual Cycle roadmap to ensure initiatives are prioritized and successful.
Duties
Assist in the development of cross-functional relationships that promote product line initiative success.
Troubleshoots member grievances to quickly identify any service delivery concerns and develop mitigation plans. Escalates complex issues as appropriate.
Evaluate customer experience through reports and social media inputs to improve product line.
Assist with the development of personalized support to key priority initiatives to ensure education, support and high-touch communications to help drive member positive outcomes.
Collect and document product insights to send to the Product Leads.
Contribute / Influence Product presence by actively monitoring platforms where members are present.
Update and assist with training cross functional teams on new products, networks and/or benefits to develop strategic initiative rollout. Assist with audits as appropriate.
Assist with root cause analysis and corrective action with the vendor, and/or with internal teams for issue resolution.
Facilitate effective cross-functional meetings to adequately support new strategic implementations.
Assist with costs, invoices and/or budget of strategic initiative.
Primary point of contact for cross-functional team regarding requirements, general product support, training, requests and communication (Go To Market).
Performs accurate research analysis of information on regulatory, compliance and policy issues to facilitate informed consideration by cross-functional participants.
Maintenance of an audit-ready archival system of meeting minutes, work plans, road maps, status report, RAID logs, training manual documents, both in electronic and hard copy formats.
Cross-train with staff on requirements of their Product cycle/portfolios meetings & document retention protocols. Implements approved best practices and new processes as required to improve organization and efficiency.
Engage stakeholders to identify service delivery concerns; develop and recommends mitigation plans.
Support key initiatives to drive positive member outcomes.
Organize and support the implementation of new benefits, services or networks.
Perform other duties as assigned.
Education Required
Associate’s or Bachelor’s Degree
In lieu of degree, equivalent education and/or experience may be considered.
Education Preferred
Experience
Required:
At least 4 years of Product Experience (Product & Benefit knowledge); Marketing, Sales or OPS Experience and leading cross-functional initiatives.
Skills
Required:
Knowledge of product management, strategic planning and packaging concepts.
Ability to conclude and recommend using data and experience driven decisions.
Ability to make decisions to drive towards and accomplish team objectives.
Strategic thinking skills and ability to create messaging to influence desired outcomes.
Ability to anticipate future demands of initiatives related to people, technology, budget and business within your department and design/implement solutions to meet these needs.
Able to communicate results and business impacts to stakeholders within and outside of the company.
Strong knowledge of Adobe Analytics and other analytics tools.
Strong knowledge of DMHC &/or CMS/Covered CA contractual requirements.
Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Additional Information
Department Specifics:
Commercial Product:
Required
Commercial Product Experience (Product & Benefit knowledge);
Knowledge of on/off exchange product strategy.
L.A. Care offers a wide range of benefits including
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
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: Medical, Medicare, Healthcare