Director, Market Operations Support

#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:

As the Director, Market Operations Support, you will partner with the General Manager and Medical Director to oversee processes, operations, systems and infrastructure that support direct services provided to Cityblock’s members through our innovative care model.

Reporting to the Senior Director, Market Operations, you will play an integral role in operationalizing Cityblock’s care model in the clinic practice setting and in the community. This leader will oversee the deployment of an efficient and scalable operational model to support our care teams on the ground. You will collaborate closely with clinical leaders to ensure that all necessary workflows are built and implemented effectively, and that we are measuring our progress accurately and insightfully. You will model how others in the market think about ongoing process improvements, operating with excellence, and ensuring we constantly improve. This leader will also interface with Cityblock national operations teams, owning all cross-functional initiatives that involve the market, and ensuring they are executed thoughtfully and thoroughly. 

• Own and share accountability for market strategy and achievement of key operational results
• Lead run rate market operations initiatives for a set of critical functions that could include, but are not limited to: budgeting and forecasting, staffing and hiring, care team productivity, strategic partnerships, and more 
• Develop strategic initiatives in coordination with clinical and operational stakeholders to improve quality, member outcomes and total cost of care performance   
• Ensure that member experience is humanized and person-first by leading efforts to establish and improve member experience processes, and workflows, ensuring that all are executed with “The Cityblock Way” in mind 
• Proactively anticipate and address operational issues as they arise, and collaborate with other key in-market team members to ensure that problems and gaps are solved quickly and seamlessly  
• Ensure that all learnings from process builds are tightly captured so that we are continuing to develop our care model and implementation playbooks for future markets; implement new performance metrics where they apply
• Ensure that all tools and support technology (e.g., Commons, EHR) are well utilized across all roles