Program Coordinator

“Every person deserves compassion, dignity, and the safety of a place to call home.”

Homelessness is the largest social and public health crisis in California. Illumination Foundation (IF) is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children's and family programs. IF currently has 13+ facilities with 22+ micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

The Program Coordinator is an administrative position focused on the maintenance, management, and oversight of both front-end and back-end program processes. This role encompasses quality assurance measures, ensuring compliance with the California Department of Health Care Services (DHCS) regulations, tracking compliance, onboarding, and monitoring the inflow and outflow of program volume. The Program Coordinator operates in a dynamic environment that requires the ability to handle multiple tasks. This position demands strong organizational, technological, and communication skills. Additionally, this individual will play a key role in relaying information to management and leading housing entities, providing valuable insights into program activities.

The pay range for this position is $26-28 per hour , depending on experience. Hours:  Monday - Friday, 7am-3:30pm or 8am - 4:30pm (flexibility).

 

Responsibilities:
Referral/Authorization Processing:

• Ensure that 95% of referrals are processed within two business days (48hrs). Additionally, develop monthly reports that summarize program inflows and outflows, as well as highlight key compliance issues.  
• Assessing if additional supporting documents are needed.  
• Calling referrer contact if issues are presented with referrals.  
• Inputting Client Personal Health Information (PHI) into various Health Network Portals and Electric Health Records (EHR) systems.  
• Upon referral review, note all questions that may need to be answered by referral contact to ensure the client referred meets admission criteria.  
• Point of Contact and Responding to Benefits Enrollment Specialist. Weekly emails regarding eligibility. Make sure there is a list of clients, pausing, resuming, and disenrolling clients based on eligibility status provided by BES. Ensuring these changes are reflected on PC spreadsheets, 
• tracker, and EHR)  
• CSS email (1-2 assigned days a week, assisting with more difficult emails)  
• Point of Contact for Health Networks questions/concerns. (Responding to emails regarding referrals/clients  
• Utilize Microsoft Excel to create necessary data tracking information.  
• Collaborate with lead housing case managers and relevant entities to enhance referral processes and improve operational efficiency.  
• Responsible for managing OC: View email address on us.fitly.work, IE: View email address on us.fitly.work, or LA:View email address on us.fitly.work email.  

Quality Assurance/Compliance:

• Performing audits of client files to verify compliance with admission criteria such as auditing charts belonging to housing navigators; this entails charts in IF’s EHR, and any other relevant external portals harboring these charts. Auditing requires an examination of deficits in documentation. Deficits in this case are measured against internal and external (contracted) demands, standards, and benchmarks.  
• Maintaining accuracy of various spreadsheets (Making sure formulas are working correctly, periodically checking that client caseloads match KIPU and tracker)  
• Completing Billing Reports  
• Opening Services and completing disenrollment process, furniture ordering, security deposits, and updating Auth Book, etc.  
• Quality control by ensuring authorization is being requested in a timely manner to avoid lapses in payments, making sure all steps are being followed.  
• Updating capacity on spreadsheet weekly  
• Troubleshooting issues arise (with spreadsheets, authorizations, referrals, portals, etc.)  
• Assisting management and lead entities in gauging productivity and performance  
• Communicating with managerial and lead staff regarding audit / performance results. This is extremely important to parallel the act of auditing insofar as the manager / lead is incumbent to enforce and address any items uncovered in the audit procedure.  
• Attend weekly program meetings with management, emphasizing key metrics and addressing any issues that require resolution.  

May conduct / be involved in…  

• Tally and collect all data and statistics on CS referrals, CS program, program utilization, and operation analytics. Provide reports as requested.  
• Statistics and Data Report: Monitoring program trends and deriving actionable insights for the enhancement of processes.  
• Providing clarification regarding the expectations for communication with management and housing.  
• Policy and Procedures Development.  
• Recuperative care Program and Workflow Development.  
• Special Projects as requested.  
• Other duties as assigned by the Manager or as needed by the company. 

Professional Conduct:

• Demonstrate commitment to Illumination Health + Home mission and care values while fostering respect and harmony among all employees and management.
• Implement programs and policies to maximize program efficiency and ensure all client needs are met.
• Maintain a full understanding of all program dimensions, operations, and requirements.
• Motivate staff, grasp new skills and procedures, and foster a positive attitude toward change.
• Be an asset to the organization and a positive influence on co-workers, while showing respect toward clients and others in the workplace.
• Act ethically, reflecting core values of integrity, transparency, accountability, respect, and responsibility.
• Model openness, honesty, and accountability to colleagues, volunteers, donors, and all others involved with Illumination Health + Home.
• Maintain confidentiality of work-related information and materials.
• Accept personal responsibility and accountability for the performance of duties. 

Expectations

• Prioritize individual and client health and safety.  
• Be able to meet targets and work under pressure.  
• Communicate with tact and professionalism.  
• Possess a full understanding of the needs of the low-income/homeless population.  
• Passion and commitment to serving those experiencing homelessness.  
• Demonstrated managerial and leadership skills.  
• Effective communication and negotiating skills; ability to build and maintain strong relationships.  
• A sense of urgency, comfort with ambiguity, drive results and ability to remain true to the company’s brand and image.  
• Effectively using interpersonal and communications skills including tact and diplomacy.  
• Effectively using organizational and planning skills with attention to detail and follow through.  
• Excellent judgment and effective interaction in challenging situations.  
• Working effectively with a diverse and multicultural client body and staff.  
• Demonstrates the ability to maintain a prominent level of confidentiality of client information, maintaining confidentiality of work-related information and materials.  

• We uphold the values of Community, Action, Respect, and empowerment in all aspects of our work.
• Community
  We lead with the vision of a strengthened and compassionate community for all. By embodying collective care, we serve as an example of what is possible when we come together.
• Action
  Our “whatever it takes” mindset drives us forward. We take initiative, step in where others have stepped out, and create solutions when none exist.
• Respect
  We deeply value the dignity and uniqueness of every individual we serve. We honor their stories, their journeys, and their right to be seen and heard.
• Empowerment
  We heal—always. Our work enables clients to grow stronger in health, confidence, and belief in their potential as they move forward on their life journey.

Minimum Qualifications:
Required :

• High School Diploma or equivalent.
• 2 years relevant experience.
• Proficient computer skills, including the ability to send and receive emails and summarize data in spreadsheets.
• Valid CA Driver’s License and eligibility for company vehicle insurance.
• Proficiency in Microsoft (Teams, SharePoint, Calendar, etc.).
• Strong self-management skills.
• Proficient in computer applications, with the capability to prepare correspondence and reports using Microsoft Word, and to analyze and present data using Excel spreadsheets. 

Preferred:

• Bilingual in English and Spanish
• Customer and client management.

Benefits:

• Medical Insurance funded up to 91% by Illumination Foundation
• Dental and Vision Insurance
• Life, AD&D and LTD Insurance funded 100% by Illumination Foundation
• Employee Assistance Program
• Tuition Reimbursement
• 401K with Company Matching
• 10 days vacation PTO/year
• 6 days sick PTO/year
• 10 days holiday PTO/year