Associate, Care Team Operations - MA (Worcester)

#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:

This will be a hybrid role requiring at least 2-3 days in Cityblock's touchdown space in Worcester, MA.

The CTOA drives administrative support functions across the market, such as scheduling and care coordination. The CTOA serves as a Cityblock representative to our members, external healthcare organizations, payer partners, and other partners to ensure that our members have the care and assistance they need to thrive.

• Engagement
  • Schedule and manage appointments per protocol or at the direction of the care team
    • Outreach to priority lists of members to schedule clinical appointments 
    • Track scheduling tasks and ensure execution by due date 
    • Meet minimum required appointments scheduled daily 
    • Follow all proper scheduling policies and procedures
    • Reschedule members who cancel, no show, or request to reschedule appointments  
    • Send appointment reminders and confirmation
    • Manage related correspondence (e.g., document calls and texts)
• Case Review and Care Coordination
  • Assist members with coordination of transportation, home health, vendors (e.g., durable medical equipment), and other services as needed
  • Support the release of medical records per protocol
  • Basic knowledge of members with complex health needs - social, behavioral and physical
• Operations and Follow-Up
  • Partner with the care team to complete visit-related tasks
    • Request and obtain medical records from health plans and external providers and organizations per protocol
    • Obtain completed member forms (e.g., medical power of attorney and medical orders for life-sustaining treatment)
  • Conduct eligibility checks 
    • Use member benefits platforms to organize insurance services 
    • Partner with care team members to perform eligibility checks when tasked 
    • Ensure appropriate eligibility status for all scheduled appointments 
    • Follow disenrollment procedures for members who are ineligible for services as needed and outlined by market specific procedures 
  • Communication tasks
    • Manage faxing tasks, including assignment of received faxes
    • Coordinate outgoing member communications, including standard mailings, news and member resour