Manager, Inbound Communications

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. 

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.

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.