Job Description:

• Time Zone Preference: EST preferred, CST accepted

Current Work Schedule (Subject to Change):

• 12-hour rotating shifts starting at either 7:30 AM EST or 7:30 PM EST
• Work schedule follows a 4-day week, then a 3-day week alternating pattern
• Shift rotation occurs every 4 weeks (days or nights), with no guarantee of remaining on the same shift
• Assignments are based solely on business needs
• Includes weekends and holidays
• Call center experience required in a healthcare setting

The Telecommunicator II is an up and comer on the Inbound Communications team, with demonstrated excellence meeting the needs of Cityblock’s members.

This role is fully remote, and may require regular work on alternating weekends and federal or company holidays. It is directly member-facing, encompassing the responsibilities of the preceding Telecommunicator I role within the job class. In addition, the TC II demonstrates alignment to Cityblock’s values through the fulfillment of these added responsibilities:

Responsibilities

Put Members First:

• Be timely and punctual, both in attendance and throughout requests for service
• Provide and maintain a secluded workspace, free of distractions and private to protect the integrity of sensitive or protected information.

Bring your whole self:

• Assist in building upon the foundation of our effectiveness by testing and offering feedback on new processes and tools
• Serve as a mentor/buddy to new teammates and host visitors or observers

Be all in:

• Own your areas of strength and growth, demonstrating the willingness and effort through self-review of Quality Assurance reports
• Attains additional functional skills such as omnichannel communication (via SMS, E-Mail and form submissions)

Aim for understanding:

• Guide callers through processes to assess their needs, give them a say, and add value to every interaction
• Gain a deep knowledge

Lean into discomfort:

• Maintains composure and quality of service when confronted by offensive and/or disruptive language from members
• Thrive in a fully remote work environment utilizing written and visual instructions, demonstrating progressively increased independence

Requirements:

• 2 or more years in the health contact center field, with at least 6 months of success as a Telecommunicator I
• High School Diploma or GED
• Moderate computer proficiency
• Familiarity with the Macintosh operating system and Google Chrome
• Proficiency with the use of Multi-Factor Authentication (MFA)
• Record locating and entry within various information systems
• Use of softphone application, instant messaging, and email
• Use of Google Suite, Commons, and self-service tools for quality assurance and training

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:

25.00 - 30.00 Hourly

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.