Senior Manager, Hub Operations

The Senior Manager, Operations will play a key role in overseeing the medical practice operations within the assigned market or region for virtual/hybrid and assigned hub. This position directs activities in conjunction with the enterprise and market operating plans, that drive performance and execution of Cityblock care and clinical model across clinical care operations. Oversight and accountability for operations adhering to established policies and procedures and safe and compliant care delivery within markets. Ensure clinical / medical practice teams are executing Cityblock practice management and clinical operations model across all modalities of care (in hub, virtual and hybrid).

Responsibilities:

Team Leadership:

• Lead and manage a team of operational professionals, providing guidance, mentorship, and fostering a culture of excellence.
• Facilitate communication across central teams, market leadership care teams and clinical teams.

Clinical Operations:

• Oversee all clinical care operations in your assigned modality or hub.
• Oversight of provider schedules including ensuring all appointments are confirmed, checked in and checked out, operations associates and medical assistants are outreaching members overdue for follow up or annual visits and ensuring all no show and cancellation members are outreached to reschedule appointments with providers.
• If an urgent visit request is made for a same day appointment with a provider, responsible for finding availability and communicating with the clinical and operations team to coordinate member care.
• Ensure all licensure for all clinical support personnel is up to date and schedule bi-annual competencies for medical assistants and nurses

Administrative:

• Oversee schedules for the clinical and operations teams to ensure all time off and meetings are coordinated to provide our members appropriate access to care.
• Oversee payroll approval for all operations teams.

Process Optimization:

• Analyze and elevate any areas of opportunity in operational workflows to market leadership.
• Implement best practices to streamline workflows and improve resource utilization.
• Identify opportunities for process improvement and efficiency gains.

Quality Assurance:

• Ensure quality assurance measures for compliance with healthcare regulations and organizational standards are implemented and adhered to with assigned modality or hub.
• Attend all implementation workgroups and owner of continuous improvement implementations to enhance the quality of healthcare services.

Budget Management:

• Manage budgets for operational activities, ensuring financial sustainability and resource optimization.
• Monitor expenses and financial performance against budgetary goals.

Patient Experience:

• Collaborate with patient experience teams to ensure a patient-centered approach to healthcare operations.
• Oversee all service recovery operations for care and clinical teams for member experience surveys.
• Identify areas of opportunity for member experience and implement initiatives to enhance patient satisfaction and engagement.

Cross-functional Collaboration:

• Collaborate with cross functional teams including Operations Excellence, medical staff, finance, information technology, and human resources, to align operational efforts with overall organizational strategy.
• Participate in interdisciplinary meetings and operations implementation councils.

Regulatory Compliance:

• Ensure that healthcare operations comply with all relevant regulatory requirements, accreditation standards, and industry best practices.
• Collaborate with compliance and legal teams to address regulatory concerns.

Vendor and Resource Management:

• Manage relationships with external vendors and service providers to optimize operational support.
• Ensure inventory within hubs are at acceptable levels and oversee all ordering of medical and administrative supplies.
• Work with external facilities management and medical equipment vendors to ensure all equipment within hubs, launch pads and touchdown spaces are in working order.

Emergency Preparedness:

• Develop and implement emergency preparedness plans for healthcare operations for your market and team utilizing Cityblock’s Emergency Management Plan template.
• Ensure the assigned teams are equipped to handle crises and emergencies effectively.

Safety:

• Serve as Safety Champion to ensure all member and staff safety initiatives are implemented and all teams are trained.

Work Experience:

• 5+ years of leadership experience in healthcare operations, with a focus on strategic planning and process optimization.

Education:

• Bachelor's degree

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:

$107,836 - $119,818

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.

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.