Senior Telecommunicator

Job Description:

Must have a blend of administrative strength, leadership presence, and call center background is critical for success in the role. Also must be open to 8 hour shifts or 12 hour shifts.

The Senior Telecommunicator bridges the span of shift leaders, backstopping daily operations while striving for the success of both new and tenured members of the team. They support round the clock access to care and services, perform quality assurance functions, test process improvements, improve knowledge management and effectiveness of the team.

Requirements:

• The Senior Telecommunicator is a pillar of the Inbound Communications team, having distinguished themselves through excellence in service delivery, reliability, and operational effectiveness. Seniors are a friendly face and guide to new and progressing employees entering and growing within the department.
• The role is fully remote, and requires regular work on alternating weekends.
• Approximately 75% of the role’s daily work is directly member-facing, encompassing the responsibilities of the preceding Telecommunicator I and II roles within the job class.
• Effectively task-switches between QA and member facing work, prioritizing the delivery of service
• Completes Quality Assurance reviews to improve performance
• Shares insight from experience and lessons learned to elevate areas of growth for the team
• Maintains confidentiality and integrity of performance and quality records
• Models time and task management acumen, meets deadlines, and communicates challenges to individual and team efforts
• Offers feedback in change management cycles to address ambiguity in proposed instructions
• Employs active listening and objectivity with both members and teammates
• Directly intervenes or provides real time support, as needed, in voice interactions with agitated or dissatisfied callers

Educational requirement:

HS Diploma or GED

Work experience:

5 or more years in a high-volume healthcare contact center

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:

30.00- 34.60

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.

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.