Hub Operations Associate

Who we are

At Cityblock Health, our mission is to radically improve the health of urban communities, block by block. We integrate services to address physical, behavioral, and social needs together, delivered through mobile, field-based care teams to make healthcare more accessible, supportive and goal-driven for the people who need it most.

Every aspect of the Cityblock care model is carefully designed to focus on our members, engaging and empowering them to own and improve their health through trusted relationships. Through field-based, interdisciplinary care teams, we are flexible in how we deliver care, meeting members where they are, and together developing and working longitudinally through a personalized and integrated Member Action Plan (MAP). The care team collaborates to support each member’s whole health and social needs. Enabled by custom-built technology, we build capacity, deliver care and dramatically change members’ opportunities and outcomes.

Partnering with community-based organizations and a well-respected partner in New York, and backed by the top healthcare investors in the country, we are reorganizing the health system to focus on what matters to our members—and leading the move from transactional, fee-for-service medicine towards high-value, relationship-based partnerships.

The role: 

In this role, you will be a part of the first team in Crown Heights providing direct services to members, who face economic and social challenges in addition to having mental and physical health needs, through our innovative care model. 

Reporting to the Hub Operations Manager, the Operations Associate is a key member of the Cityblock care team and plays an integral role in defining and delivering a world class experience to Cityblock members across our practice, both in our member’s homes and in our clinical hubs . The Operations Associate plays a vital role in the coordination of resources and support for the care team and their members. Duties include answering calls and scheduling member’s visits with the care team, supporting the care team in coordinating access and applications to resources (transportation, housing, etc) for members, obtaining healthcare information from external providers, tracking member activity using an EHR and Commons, Cityblock’s proprietary care facilitation system, supporting operational projects and implementation of new workflows and processes across the care team. The Operations Associate insures that, regardless of the circumstances, members are treated with respect and dignity, and are connected to the resources necessary for their care and well-being. 

You will:

  • Be the onsite resource at the Cityblock Hub, a clinical environment for our care team members. Working alongside the care teams you will support member needs by collaborating with external partners to address member’s social determinants of health both in the home and in our clinical hubs.
  • Support care teams through data analysis. Become a super user of our internal case management platform, Looker and Google Sheets. Preparing reports for supervisors and translating insights to the Market Operations team. 
  • Identify operational gaps with a solution in mind.
  • Build, document, iterate, and codify workflows within the Cityblock intranet.
  • Organize programming for member and care team colleagues collaborating with the Outreach and Community Engagement Teams.
  • Coordinate services with some specialty providers and community organizations for Cityblock’s members, including submission of referral requests, DME paperwork, administrative forms for ongoing member care. 
  • Be a key partner in change management; tracking progress of new processes, aggregating feedback for stakeholders, monitoring the implementation, and ensuring ongoing fidelity of recent changes. 
  • Support our member services call center, including receiving incoming phone calls/messages, completing requests for appointments, assisting with administrative forms, directing any requests for medication refills to the practice nurse, and escalating all other calls and requests as appropriate. 
  • Orchestrate an excellent member experience at the Hub by ensuring routine day to day operations in partnership with the Hub Operations Manager. 
  • Be passionate about the care Cityblock provides to our members.
  • Assist with scheduling members for providers, as necessary. 
  • Additional job-related functions, as necessary. 

You’d be a good fit if: 

  • You have healthcare experience, and/or 4+ years in another service related field in customer-facing positions
  • You have worked in a clinical setting
  • You are excited by data and have an aptitude for it’s analysis 
  • You have excellent communication skills, including the ability to effectively interact with all members of the care team, and with members of the public
  • You are comfortable using a variety of computer systems, and have familiarity with electronic health record systems such as Epic
  • You are compassionate, open-minded, and non-judgemental
  • You are eager to be part of an interdisciplinary team, including physicians, nurses, social workers, community health partners
  • You have the ability to think quickly and solve problems in the moment
  • You have a High School Diploma or equivalent 

Nice to have:

  • Experience working with individuals with mental health and substance use diagnoses
  • Experience working in a clinical settings and using an electronic health record
  • Medical Assistant Certificate
  • Multilingual
  • Bachelor Degree

You should include these in your application:

  • A resume and/or LinkedIn profile.
  • A 1-2 paragraph response indicating why this job is compelling to you.
  • A 1 paragraph summary of a time when you thought you made a positive difference in someone’s experience with a service they received.
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Location

We're in DUMBO, where toy elephants parachute from rooftops and Thursdays are for live music. Plus, Sweetgreen, Brooklyn Roasting Company, & Equinox!

An Insider's view of Cityblock Health

What's the biggest problem your team is solving?

The opportunity to collaborate directly with medical professionals, care providers, and engineers to build Commons is rare and huge. You're not just building features. You know the 'why' of what you're building and who it will help—and you can see the impact firsthand.

Sylvia

VP of Engineering

How does the company support your career growth?

This is my first role as a software engineer—my previous life was in fashion retail. Cityblock created a structure that enables me to master fundamental skills and empowers me to own projects that expose me gradually to more difficult concepts, like building our application’s notification center—with a supportive team backing me up.

Alicia

Software Engineer

What is your vision for the company?

In my clinical work, I've seen our health system moving away from relationships and toward increasingly complex frameworks. I joined Cityblock to challenge that trend. To make healthcare trustworthy again and to truly meet individuals where they are.

Toyin

Chief Health Officer

How do you collaborate with other teams in the company?

My goal is to work with tech & clinical teams to build something useful yet simple. Sitting side-by-side we try to understand what our care teams and members need from our technology. Together, we're creating a world in which the product and tools become invisible, to enable our care teams to spend as much time as possible with our members.

Neves

Product Design Lead

What are Cityblock Health Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Promote from within
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