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 at community hubs and through 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 mobile 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 commercial 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 cohort of staff providing direct services to Cityblock members through our innovative care model. Our members face economic and social challenges in addition to having mental and physical health needs - and our model combined with our technology will support our care team and members in a completely new way. You will be part of our first clinical “hub,” a primary care practice that in many respects will look more like a community center than a doctor’s office.

The Hub Operations Manager (HOM) will play an integral role in operationalizing Cityblock’s care model in the practice setting and will sit under the Brooklyn General Manager’s organization. The HOM will manage the day-to-day operation of the hub, establishing an environment in which our care model can flourish. The HOM will work with the Hub’s clinical team to implement the initial care model workflows, implement a structure for ongoing measurement and improvement of hub operations, and ensure compliance with policies and procedures. Along with the Director of Clinical Operations, the HOM will cultivate an environment reflecting the values of Cityblock Health, including respect for our members and team members.

You will:

• Manage day to day operations, including opening and closing of the physical hub
• Optimize member experience by managing flow throughout the hub, including the entry (greeting, registration), the community space, and the clinical practice
• Ensure compliance with policies and procedures across all aspects of operations, including proper documentation and billing practices
• Address operational issues as they arise, and collaborate with the Director of Clinical Operations and the Medical Director to problem solve as needed
• Oversee and mentor assigned team members, fostering an environment of open communication
• Assure optimized use of technology and applications, including the EHR, Commons, and other tools used to support hub operations
• Maintain staff schedule, including after-hours on-call rotations
• Comply with environmental requirements, including the coordination of equipment maintenance, signage, and facility upkeep
• Oversee procurement and accounts payable processes for clinical and office supplies
• Provide coverage in the front office as needed to maintain steady operations
• Monitor real-time member experience feedback using an automated dashboard, and address issues

You’d be a good fit if:

• You have a bachelor’s degree and 3+ years of experience of management within an ambulatory clinical practice setting
• You are comfortable using a variety of computer systems, including practice management and electronic health record systems such as Athena, Epic, etc.
• You are adept at identifying and implementing process improvement opportunities
• You are familiar with regulatory requirements pertaining to medical practices, including documentation and billing, quality reporting (HEDIS, QARR), and environmental requirements to ensure safety for members and staff
• 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 have managed staff in a clinical practice setting and work well with clinical teams including physicians and Advanced Practice Clinicians
• You have experience with deep, hands-on process improvement
• You are compassionate, open-minded, and non-judgemental
• You have the ability to think quickly and solve problems in the moment

Nice to have:

• Multilingual
• Masters 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.

Cityblock values diversity as a core tenet of the work we do and 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.