Job Description:

About the Role:

The Associate, Care Team Operations drives administrative support functions across the market, such as scheduling and care coordination. The Associate, Care Team Operations 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 dis-enrollment 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:

• 1-2 years of administrative experience in an office setting
• High School Diploma or equivalent
• 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 of medical records and forms
• Adaptable to change and prepared for frequent, fast-paced changes and shifting priorities
• Self-starter who completes tasks in a timely manner and prioritizes effectively

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

<