Lead, Care Team Operations

Job 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.

Key Responsibilities

Frontline People Leadership

• 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.

Operational Execution & AI Support

• Workflow Oversight: Monitors the referral pipeline to ensure "loop closure" is happening within established timelines. Steps in to assist with complex or escalated referrals as needed.

• AI Tool Implementation: 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. Drives continuous improvement with Tech and Product teams.

• Data Integrity: Conducts regular audits of team documentation to ensure accuracy and compliance with Cityblock’s operational protocols.

Process & Communication

• Problem Solving: Resolves daily operational or technical issues within the department using existing procedures and knowledge of Cityblock’s systems.

• Care Team Liaison: Acts as the first point of contact for clinical pods when they have questions or issues regarding administrative support or referral status.

• Standard Operating Procedures (SOPs): Assists in the development and maintenance of clear SOPs for back-office tasks, incorporating AI best practices.

Success Metrics

• Daily Throughput: Consistency and achievement in the CTO team meeting daily referral processing and connection targets.

• Quality Accuracy: Maintaining a low error rate in referral documentation and loop closure reporting.

• Team Efficiency: Successful adoption of AI tools among the staff to reduce manual effort.

• First-Response Time: Speed of responding to clinical pod inquiries regarding administrative tasks.

Job Requirements

Functional Knowledge & Experience

• Supervisory Experience: 1-2+ years of experience in a lead or supervisory role, preferably managing non-exempt or hourly employees.

• Operational Background: 3-5 years of experience in healthcare administration, referral management, or a similar high-volume operations role.

• Tech Proficiency: Comfortable working within EHRs (electronic health records). Ability to quickly learn and teach others how to interact with AI-driven task management tools.

• Problem Solving: Ability to identify issues in the workflow and apply established procedures to resolve them effectively.

Behavioral Competencies

• Results Driver: You take responsibility for your team’s daily outputs and use data to track progress against goals, escalating issues when targets are at risk.

• Team Builder: You foster a supportive and inclusive team environment, recognizing good work and coaching team members on how to give and receive feedback.

• Member Advocate: You help your team see the direct connection between their administrative tasks and the health outcomes of our members.

• Growth Agent: You support your team through changes in technology or process, sharing the "why" behind updates and helping them adapt to new ways of working with AI.

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:

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.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

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

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. 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.