About Us:

Cityblock Health is the first tech-driven provider for communities with complex needs—bringing better care to where it’s needed most, block by block. Founded in 2017 on the premise that “health is local” and based in Brooklyn, we are backed by Alphabet’s Sidewalk Labs along with some of the top healthcare investors in the country.

Our mission is to improve the health of underserved communities. Importantly, our solutions are designed specifically for Medicaid and lower-income Medicare beneficiaries, and we meet our members where they are, bringing care into the home and neighborhoods through our community-based care teams and Virtual Care offerings.

In close collaboration with community-based organizations, local providers, and leading health plans, we are reorganizing the health system to focus on what matters to our members. Equipped with world-class, custom care delivery technology, we deliver personalized primary care, behavioral health, and social services to deliver a radically better experience of care for every member and community we serve.

Over the next year, we’ll grow quickly to bring better care to many more members and their communities. To do this, we need people who, like us, believe that everyone should have good care for what matters to them, in their community. 

Our work is grounded in a belief in the power of a diverse community. To close gaps in care and advance equity in the communities we serve, we have to start with making our own team diverse and inclusive. Our ways of working are characterized by creativity, collaboration, and mutual learning that comes from bringing together a community from diverse backgrounds and perspectives. We strive to ensure that every person on the Cityblock team, and every Cityblock member, feels supported and included as a part of our community.

Our Values:

• Aim for Understanding
• Be All In
• Bring Your Whole Self
• Lean Into Discomfort
• Put Members First

About our Team:

We employ a field-based, home-based care model and are committed to meeting members where they are--in their homes, in their community, and in our Hubs. You will go above and beyond to connect with Cityblock members in a non-judgmental, respectful and empathic manner, to meet their needs, and to provide feedback to the system as a whole as we strive to do better every day.

Cityblock delivers care where it works best for our members. In addition to our community-based teams, we’ve made our services even stronger for COVID-19 and beyond by adding a Community Rapid Response team and Virtual Care offerings, allowing our members to access care 24/7 via the phone, video, and text message. 

As a part of the team, you’ll go above and beyond to connect with members across all of our markets in a respectful and empathic manner to meet their needs and to provide feedback to the system as a whole as we strive to do better every day.

About the Role:

As the Head of Member Engagement Operations, you will direct Cityblock’s outreach and engagement teams, call center operations and execute on engagement strategies in new market implementations. You will provide leadership, inform strategy, and hold accountability for team performance and meeting or exceeding engagement targets.  In this role, you will: 

• Direct the success and sustainability of Outreach operations, including a team of Outreach Specialists, an centralized inbound and outbound contact and engagement center and a dedicated landing team of seasoned engagement staff supporting market volume surges and new implementations 
• Be accountable to ongoing optimization of team performance, including continuous evaluation and process improvement 
• Use data to inform decision-making by developing and managing against performance management dashboards 
• Bring a continuous improvement mindset that drives innovation to identify and implement incremental efficiencies over time 
• Partner with the Product, Engineering, and Data Science teams to implement tools to support outreach, engagement, and community-building 
• Partner with the Implementation Team to develop outreach strategies for and resource against growth opportunities and new market entry 
• Maintain high degree of competency in relevant regulatory standards that Cityblock must follow with respect to the operational scope of this role (e.g., HIPAA) 
• Lead related and ad hoc operations projects as needed 
• Work cross-functionally to develop capabilities and functions that deliver a connected, coordinated, outstanding experience for Cityblock’s members and associates 

Outreach Operations

• Lead the Outreach team to support initial member outreach and initial engagement
• Ensure timely initial member engagement as well as timely and accurate initial assessments across all markets 
• Partner with cross functional leads to execute on an innovative outreach strategy in partnership with community providers and CBOs alongside Community Partnerships and Network Management teams 
• Maximize quality of outreach encounters and team productivity through the optimization of outreach scripting and marketing collateral in partnership with the Brand and Marketing Team 
• Direct a research function to locate and engage hard-to-reach members and execute on strategies to decrease the number of unreachable member 
• Direct a team of scheduling resources dedicated to ensuring completion of timely clinical assessments and efficient use of clinician time

Member Contact and Engagement Center

• Direct Cityblock’s centralized member contact and engagement center, which will process inbound and outbound communications (e.g., general helpline, urgent calls, scheduling, referrals) across call, email, SMS/MMS, and letters in a manner that reinforces the Cityblock care model 
• Serve as the business owner for specific business applications and vendors that support the member contact center  
• Direct the member contact center so that it best reinforces the Cityblock care model, which requires deep collaboration with Cityblock clinical and operations leaders to understand their needs and then establish touchpoints and integration points  
• Lead call center expansion support efforts around 24-clinical triage

Requirements for the Role:

• 10+ years of healthcare experience; 5+ years of management experience 
• Have experience leading teams to build operations functions from the ground up   
• Have experience identifying and managing to key operations metrics and budgets
• Enjoy doing whatever it takes to execute on tricky, complicated cross-functional projects 
• Have a proven track record for working well across teams and with external partners
• Have a hands-on, process-oriented mindset and demonstrated ability to execute within a fast-moving work environment
• Experience leading a significant multi-modal growth marketing or grassroots, community engagement function for a brand or campaign focused on lower-income communities (e.g., political campaign, consumer goods or services, healthcare) 
• Experience establishing and executing against organizational goals, policies and procedures
• Comfort and experience leveraging data to lead teams and inform executive-level decision making
• Familiarity with modern growth marketing tactics
• Ability to effectively manage up to executive leadership and down to front-line staff
• Ability to motivate both direct and indirect reports to produce results

How We Define Success:

• Highly performing teams meeting or exceeding targets and establishing best in class scalable engagement models
• Successful execution on expansion of engagement tools designed  to increase and make engagement efforts for effective and efficient 
• Expansion of Contact Center capabilities and overall support for 24/7 member support and coverage

Nice to Have, But Not Required:

• Experience leading similar functions in a capitated, value-based medical group 
• Experience leading similar functions in a high growth technology company
• Experience in operations management consulting, including direct experience standing up and/or turning around customer service centers 
• A holistic understanding of the Medicare, Medicaid, and Dual landscape
• An appreciation for NCQA Care Management Delegation requirements
• Experience leading a successful member outreach and/or engagement function for a health plan, care management organization, or provider organization 
• Provider or CBO network relationships within one or more of Cityblock’s existing markets
• Experience working in a fast-paced matrix or startup environment 
• A deep understanding of primary and managed care operations in a value-based setting

What We’d Like From You:

• A resume and/or LinkedIn profile 
• A short cover letter, please!

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

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We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.