Associate, Care Team Operations

| Hampton Roads, VA | Hybrid
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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:

  • In this role, you will be a part of a team providing direct services to members, who face economic and social challenges in addition to having mental and physical health needs, through our innovative care model.
  • Reporting to the Operations Manager,  the Clinical Operations Associate is a key member of the Cityblock care team and plays an integral role in defining and delivering a state-of-the-art experience to Cityblock members. 
  • The Clinical Operations Associate acts not only as the vital point of contact for our members, but also plays a vital role in the coordination of resources and support for the care team.  
  • Duties include answering calls and scheduling member visits with the care team, supporting the care team in coordinating access to resources (transportation, housing, etc) for members, obtaining healthcare information from external providers, tracking member activity using an EHR and Commons, Cityblock’s proprietary care facilitation system, supporting operational projects and implementation of new workflows and processes across the care team. 
  • The Operations Associate ensures that, regardless of the circumstances, members are treated with respect and dignity, and are connected to the resources necessary for their care and well-being
  • Connect with insurance, other providers, and other organizations to request and deliver appropriate medical services and records for members
  • Other tasks as delegated by leadership
  • Ensure that there is availability with scheduling for member  visits and  schedule visits within 24 hours of a request


Requirements for the Role:

  • You have 1+ years of experience working in a clinical operations setting
  • Willingness to work onsite in an office setting 
  • You enjoy working as part of a team and enjoy being a team player who jumps in wherever necessary, as well as a self starter who can work independently
  • You are eager to be part of an interdisciplinary team, including providers, nurses, social workers, community health partners. 
  • You are knowledgeable of durable medical equipment, office and medical supply inventory
  • You are comfortable working with new computer applications, electronic medical records, and aimed at providing an innovative experience for our members and our care teams
  • You have the ability to establish and maintain effective working relationships with members and other care team members
  • You have excellent communication skills, including the ability to effectively interact with all members of the care team, and with members of the public
  • You are compassionate, open-minded, and non-judgmental
  • You have the ability to think quickly and solve problems in the moment
  • You are adaptable to a fast-paced environment, organized in your work approach, and able to handle multiple tasks simultaneously.


How We Define Success:

  • Be an onsite resource at the Hub for the care teams and support administrative and operational functions of a care team, combined with onsite day to day operations support, such as but not limited to:
    • Inbound/outbound faxing
    • inventory management of office and medical supplies 
    • managing inbound/outbound mail 
    • assisting with onboarding new employees
    • supporting
  • Facilitate external appointments and coordination of services with specialty providers and community organizations, including submission of referral requests, DME requests, administrative forms, and other requirements to support and facilitate ongoing member care and needs
  • Track progress and ongoing fidelity monitoring of the implementation and rollout of new processes and workflows with the care team
  • Serves as a liaison for the care team to Hub stakeholders in order to provide recommendations and feedback on how to better operate and refine processes and workflows and identifying systems that need to be built
  • Support our call center for members to include, receiving incoming phone calls/messages, completing requests for appointments, assisting with administrative forms
  • Provide calendaring support and coordination, as needed for the Hub Leadership
  • Facilitate external appointments with specialty providers, including submission of referral requests
  • Support efforts around quality gap closures and prevention opportunities for our members (colonoscopies, mammographies, etc) in the hub and in the field.
  • Connect with insurance, other providers, and other organizations to request and deliver appropriate medical services and records for members
  • Other tasks as delegated by leadership
  • Ensure that there is availability with scheduling for member  visits and  schedule visits within 24 hours of a request


Nice to Have, But Not Required:

  • Medical office Secretary/Receptionist 
  • Associate’s or Bachelor’s degree
  • Certification or extended focus on data analysis platforms 
  • Experience and interest in healthcare and social services 
  • Experience working collaboratively with an interdisciplinary care team
  • Experience in a primary care setting
  • Multi-lingual preferred


What We’d Like From You:

  • A resume and/or LinkedIn profile 
  • A short cover letter, please!


Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

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We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.

More Information on Cityblock
Cityblock operates in the Healthtech industry. The company is located in New York, NY. Cityblock was founded in 2017. It has 1152 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Open office floor plan. To see all 22 open jobs at Cityblock, click here.
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