Associate, Hub Operations - NC (Charlotte)

#communityhealth #healthcare

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.

About the Role:

The Hub Operations Associate plays an important role in the day to day success of how Cityblock delivers care to members in the Hub. Reporting to our Hub Operations Manager, you will be a part of our hub-based interdisciplinary care team, ensuring our members have an exceptional and coordinated experience every time they visit Cityblock. 

You will be the face of the Hub, welcoming members and coordinating administrative and operational responsibilities with the care team. You will assist in the maintenance and organization of the Hub to ensure a welcoming and professional environment, including supplies, member documentation, and hygiene/safety compliance. The Operations Associate will also communicate with health care organizations, insurance partners, and other partners to ensure our members have the care and assistance they need to thrive. 

Weekly tasks could include:

• Check members in and out for appointments
• Schedule appointments using our scheduling platform
• Verify members eligibility before appointments and confirm appointments 
• Coordinate home health, insurance, vendors, and other services for our members 
• Coordinate with insurance, other providers, and other organizations to request and deliver appropriate medical services and records for members
• Process mail and ensure timely follow through with the appropriate team members 
• Support team meetings with note-taking and follow-ups on all commitments 
• Coordinate & communicate the hub team calendar 
• Manage logistics (rooms, food, planning) for case conferences, development sessions, meetings and team outings
• Answering calls from our members, other individuals on the care team, non-Cityblock providers and community organizations  

This is an in-person role that requires daily presence in the Columbus hub location.

Engagement

• Be the first point of contact for members entering the hub 
• Greet members upon entry 
• Check members into appointments and support the patient rooming process 
• Conduct same day eligibility checks for members with hub appointments 
• Collect co-pays and other payments as needed 
• Schedule and manage appointments per protocol or at the direction of the care team
• Send appointment rem