[Hiring] Lead, Care Team Operations @Cityblock Health

Role Description

The Care Team Operations Lead supervises the day-to-day activities of a team responsible for back-office care coordination and referral management, ensuring our "loop closure" processes are executed flawlessly. The Lead provides direct supervision, technical troubleshooting for AI-supported tools, and hands-on coaching to ensure the team successfully connects members to the care they need. The Lead turns operational procedures into daily wins, ensuring the team stays on track to meet Cityblock’s high standards for member support.

Qualifications

• 1-2+ years of experience in a lead or supervisory role, preferably managing non-exempt or hourly employees.
• 3-5 years of experience in healthcare administration, referral management, or a similar high-volume operations role.
• Comfortable working within EHRs (electronic health records).
• Ability to quickly learn and teach others how to interact with AI-driven task management tools.
• Ability to identify issues in the workflow and apply established procedures to resolve them effectively.

Requirements

• Hires, develops and retains staff; supervises the daily activities of a team.
• Monitors individual performance and provides real-time feedback and coaching to ensure team members are meeting their daily productivity and quality goals.
• Manages team schedules and task assignments to ensure consistent coverage for care team referral queues.
• Monitors the referral pipeline to ensure "loop closure" is happening within established timelines.
• Serves as the subject matter expert on AI-supported coordination tools, helping staff troubleshoot issues and ensuring they are using the technology effectively to automate routine tasks.
• Conducts regular audits of team documentation to ensure accuracy and compliance with Cityblock’s operational protocols.
• Resolves daily operational or technical issues within the department using existing procedures and knowledge of Cityblock’s systems.
• Acts as the first point of contact for clinical pods when they have questions or issues regarding administrative support or referral status.
• Assists in the development and maintenance of clear SOPs for back-office tasks, incorporating AI best practices.

Benefits

• Health insurance
• Life insurance
• Retirement benefits
• Participation in the company’s equity program
• Paid time off, including vacation and sick leave

Company Description

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.