Job Description

The Member Experience Team Lead is a people leader responsible for driving team success against defined productivity, outcome, and quality measures. The role is responsible for coordinating with other operational stakeholders across the enterprise to understand objectives and guiding frontline staff to achieve them. Team objectives often include, but may not be limited to, providing exceptional member service, triaging and resolving member needs, maximizing clinical capacity by assisting members with appointment scheduling, onboarding new members into our care model, and outreach to members with complex health circumstances.

Responsibilities

Coach, monitor, and empower remote team members in line with departmental and company expectations.
Manage employee schedules, attendance, and training time to bolster capacity and maximize access to services.
Monitor productivity statistics that may include: call duration, average wait time, abandonment rate, and utilization during service hours, call volume, conversion rate, and first call resolution rate.
Make necessary operational adjustments to achieve targets.
Work with peers and leaders across the enterprise to develop and operationalize workflows to achieve desired member interaction outcomes.
Create a culture of empathy and collaboration amongst team members and between teams across the organization.
Develop deep knowledge of the Cityblock care model, member journey, and available quality and data insights.
Participate in the quality management process by: reviewing your team members’ work in line with set standards, using standardized evaluation templates, and coaching for improvement.
Ensure personal and team compliance with required trainings, time and labor policies, and leave entitlements as directed by human resources.
Support or lead performance-related discussions, including warnings, terminations, promotions, etc with your direct reports in line with human resource policies and expectations.
Reports safety risks (near misses and actual events), compliance and ethics concerns, and potential harassment promptly.

Experience

High School Diploma or equivalent
5 or more years in a contact center environment (service or sales)
2 or more years in a health care environment

Pay Range

$28.64 - $34.00/HR

Cityblock Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.

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.

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

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. We 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.