Job Description:

As the Vice President, Member Experience Operations & Innovation you will lead Cityblock’s frontline efforts to relentlessly pursue our members into our care. You will be accountable for an 80 person team that includes outreach and engagement, call center operations and central scheduling. You will lead day to day operations, inform and execute strategies that enable the organization to become predictable, reliable and scalable and hold accountability for team performance and meeting or exceeding engagement targets. Ultimately you will be leading and creating our frontline engagement approach, unique to Cityblock, that fuels our model of care and breaks the cycle of healthcare inequality.

Responsibilities:

• Own and drive the success of Outreach operations, including a team of Outreach Specialists across all markets, a centralized outbound contact and engagement center and a central scheduling team.

• Lead day to day operations, including putting action plans together to deliver significant organic growth, support market volume surges and new implementations.

• Be accountable and hold your leaders accountable to ongoing optimization of team performance, including the implementation of performance management across the frontline organization.

• Critical stakeholder in cross functional Awareness & Activation Business Priority Steering Committee, which includes Engagement Operations, Marketing, and Engagement Product teams to ensure we have synchronized efforts to drive both near-term engagement targets and Customer Acquisition Cost reduction improvement over time

• Holds team accountability for hitting monthly nominal engagement targets, and co-leads reforecasting process with Reporting & Analytics to align top-down population level engagement targets and bottom up nominal targets to ensure we have aligned incentives across the org.

• Use data to inform decision-making and day to day delivery and performance management by developing and managing against performance management dashboards.

• Work closely with Finance to set and deliver targets that enable Cityblock to deliver P/L commitments.

• Envision and deliver the future state of a centralized outbound engagement center that enables Cityblock deliver predictable and reliable engagement results that scale.

• Bring a growth mindset, partnering with Marketing, engagement operations design, the markets and the cross-functional team to build and optimize member programming through deeply understanding our members and frontline staff, experimenting, measuring everything and then putting a program into action that can sustainably deliver results.

• Partner with the Product, Engineering, and Data Science teams to recommend and implement tools to make engagement operations more efficient and effective and strengthen the member experience.

• Partner with the Implementation Team to develop outreach strategies for and resource against growth opportunities and new market entry.

• Maintain high degree of competency in relevant regulatory standards that Cityblock must follow with respect to the operational scope of this role (e.g., HIPAA)

• Lead related and ad hoc operations projects as needed.

• Lead cross-functionally to develop capabilities and functions that deliver a connected, coordinated, outstanding experience for Cityblock’s members and associates.

• Outreach and Scheduling Operations

• Lead the Outreach and Central Scheduling teams to support member outreach and initial engagement, ensuring appropriate staffing (capability + capacity), training, and work plans to enable organizational effectiveness, an inspired workforce and delivery of business commitments.

• Ensure timely initial member engagement that meets compliance and contractual agreements and successfully engages members into our care.

• Work with marketing and market operations to create, test and implement effective scripting/talking points, outreach decision trees and additional tools (ie. engagement kits for hard to reach members) to enable effective outreach.

• Effectively analyze data by working with the analyst team to ask the right questions to learn and optimize towards the “next best action” for engaging each of our members .

• Inspire team and deliver results by developing an outreach approach that enables the outreach team to lead with empathy with our members and deliver performance.

• Collaborate with markets to align on central scheduling priorities and targets and manage the team to deliver.

• Create and implement a team structure (including roles, leveling, incentives, etc) that effectively manages priorities and ability to flow to the work.

• Member Contact and Engagement Center

• Direct Cityblock’s centralized member contact and engagement center, which will process inbound and outbound communications (e.g., general helpline, urgent calls, scheduling, referrals) across call, email, SMS/MMS, and letters in a manner that reinforces the Cityblock care model.

• Implement workforce management to improve efficiency and effectiveness and serve as the business owner for specific business applications and vendors that support the member contact center.

• Direct the member contact center so that it best reinforces the Cityblock care model, which requires deep collaboration with Cityblock clinical and operations leaders to understand their needs and then establish touchpoints and integration points.

Work Experience:

• 10+ years of healthcare, 7+ years of management.

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:

Min: 219,760.00

MRP: 268,000.00

Max: 308,200.00

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.