Associate, Care Team Operations

Job Description:

About the Role

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.

Responsibilities 

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 resources

  • Other printing/mailing/faxing as needed 

• Utilize our care facilitation and scheduling platforms to collect data, document member interactions, organize information, track tasks, and communicate with your team, members, and community resources

• Generate and communicate standard reporting as needed

  • Analyze reports and help care team plan and learn from data 

  • Support operations leadership with developing and maintaining tracking sheets for various workflows 

• Complete tasks such as daily checks, answering phones, room cleaning, restocking, and supply inventory as needed

• Fulfill other duties to support member care and operations as assigned

Requirements for the Role 

• HS Diploma or equivalent

• 1-2 years of administrative experience in an office setting

• Comfortable using technology to support members without in-person contact (telephone and text etiquette, virtual visit platforms, etc.)

• Understanding of how to use scheduling platforms to ensure accurate appointment scheduling and management

• Understanding of how to use care facilitation platforms to ensure accurate documentation

• Proficient in collecting member clinical and demographic data and documenting appropriately in a timely manner

• Able to provide creative solutions to challenges within the healthcare system that are impeding optimization of members’ care and health

• Growth and learning mentality, ability to think outside the box, go outside the bounds of “traditional” responsibilities

• Standard clinic administrative functions, such as scheduling and appointment management, eligibility checks,, scheduling transportation, grievance tracking, release