Manager, Inbound Communications
Job Description
- Dispatch, 911 systems, or paramedic background
- Bachelor's Degree
- Call center operations (clinical/emergency dispatch)
- Leading teams (3+ leads, 40+ reports)
- Building workflows, SOPs, QA from scratch
- Presenting data to senior leadership
- Managing up and down, coaching staff
- Health insurance
- Life insurance
- Retirement benefits
- Company equity program
- Paid time off (vacation and sick leave)
Job Description:
Time Zone: Eastern (EST)/ Central (CST) - Must be able to work EST hours
Background/Experience: Dispatch, 911 systems, or has worked as a paramedic
Must-Have Experience:
Call center operations (ideally clinical or emergency dispatch)
Leading teams: 3+ leads, 40+ indirect reports
Building workflows, SOPs, and QA processes from scratch
Presenting data and reporting to senior leadership
Managing up and down – building trust with senior leadership and coaching staff
The Manager, Inbound Communications is a clinical operations leader and a core part of the MIC Mobile Integrated Care team. You will lead a remote workforce collectively functioning as a centralized communications center with headcount numbering into 40 teammates. Around the clock, the department principally empowers prompt and accurate triage of inbound phone calls from Cityblock’s members. The team then, as appropriate, coordinates activation of internal workflows or referrals to best address the given needs. In the role, you’ll ensure the operational rigor, psychological safety, optimized performance, and overall success of direct and indirect reports. You will play an integral role in operationalizing our services, achieving our goals, and ensuring our teams are supported in their community based work. The key function of your job is to ensure our clinical delivery model runs smoothly so that members reliably receive care through our innovative model.
This role oversees 24/7 operations for Cityblock and may lead to work on days, evenings, nights, weekends, and holidays.
Responsibilities:
Serve as the manager and leader for a group of telecommunicators who work 24/7, including occasionally supporting their needs via phone calls/meetings outside of the traditional 9-5 hours.
Serve as an operational leader within the Mobile Integrated Care team, identifying problems to solve and helping to devise and implement standardized, documented, and reliable solutions
Enable your team to deliver on their day to day operations, with the goal of reliably answering inbound member calls, effectively coordinating the field team’s activities, and completing all administrative tasks with a high degree of fidelity
Embed verbal de-escalation, motivational interviewing and customer satisfaction techniques in external communication protocols
Lead interdepartmental work streams for procurement, optimization, and maintenance of technologies empowering access to and coordination of care. This may include telehealth, communications, scheduling/dispatching, quality assurance, and structured call-taking
Deliver on administrative responsibilities including running Cityblock’s 24/7 on call program across all aspects from scheduling to add-hoc problem solving to coordinating payroll.
Develop business continuity plans for the communications function and direct systematic evaluations of readiness; represent the division during activations of interdepartmental emergency management structures
Facilitate rich interdepartmental connections and collaboration with central and market based teams
Serve as department business owner within enterprise IT Vendor Governance activities for mission-critical technology utilized by Mobile Integrated Care
Implement and execute quality improvement methodologies to iterate towards sustainable, scalable, and reliable operations
On a regular basis, review, re-establish, and track adherence to enterprise and departmental KPIs, SLAs, and other metrics as directed
Work Experience:
2 - 5 years leadership experience
Education:
Bachelor’s Degree (preferred)
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:
$106,200.00 - $118,000.00 - $129,800.00 Annually
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.
Covid -19 Vaccine - Please Read:
Cityblock requires individuals hired into in-person, member-facing positions to provide proof that they have received the COVID-19 vaccine.
The requirement is based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.
Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock. Such exemption requests are subject to review by Cityblock on a case-by-case basis and approval is not guaranteed.
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.
