The Customer Engagement and Experience Member Advocate III serves as a high-level resource and member support specialist within L.A. Care's Customer Engagement and Experience operations, advocating and assisting members in navigating their health plan benefits, accessing care, and resolving issues.
Requirements
- Assists members with complex benefit questions, care navigation challenges, grievances, access to services, and issue resolution.
- 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.
- Coordinates with cross-functional key stakeholders to remove barriers to care.
- Supports member engagement initiatives such as health literacy outreach, preventive care reminders, redetermination support, and quality-improvement campaigns.
- Participates in member experience programs focused on improving satisfaction, retention, and service outcomes.
- Documents member feedback and identifies recurring pain points for operational improvement.
Benefits
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
