Member Experience Team Lead

Cityblock Health

1d•$29 - $32•Remote

About The Position

The Lead, Telecommunicator is a small to midsize unit people leader responsible for 6-10 direct reports. Through frontline leadership over 8 to 12 hour operating periods, the lead will support the team in delivering best-in-class customer service. 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, Cityblock is backed by Alphabet’s Sidewalk Labs along with some of the top healthcare investors in the country. Their mission is to improve the health of underserved communities, with solutions designed specifically for Medicaid and lower-income Medicare beneficiaries. They meet members where they are, bringing care into the home and neighborhoods through community-based care teams and Virtual Care offerings. In close collaboration with community-based organizations, local providers, and leading health plans, Cityblock is reorganizing the health system to focus on what matters to their members. Equipped with world-class, custom care delivery technology, they deliver personalized primary care, behavioral health, and social services to provide a radically better experience of care. Cityblock plans to grow quickly to bring better care to many more members and their communities, seeking individuals who believe everyone should have good care in their community. Their work is grounded in a belief in the power of a diverse community, striving for a diverse and inclusive team to close gaps in care and advance equity. Their ways of working are characterized by creativity, collaboration, and mutual learning from diverse backgrounds and perspectives, ensuring every team member and Cityblock member feels supported and included. They employ a field-based, home-based care model, committed to meeting members in their homes, community, and Hubs, connecting with them in a non-judgmental, respectful, and empathic manner to meet their needs and provide feedback to the system.

Requirements

The Lead Telecommunicator is an experienced contact center professional with demonstrated success coaching, motivating, and empowering remote workers.
HS Education or GED
5 or more years in a health contact center.

Nice To Haves

At least 2 years of leadership experience is preferred.

Responsibilities

Monitors call duration, average queue wait time, abandonment rate, and utilization during service hours, making necessary operational adjustments to achieve targets
Manages employee schedules, attendance, and training time to bolster capacity and maximize access to services
Works collaboratively with leaders and fellow managers to ensure consistency and alignment of work performed across the department
Empathetically leads and coaches. Utilizes knowledge of the Cityblock care model, member journey, and available quality and data insights to maximize value in every interaction
Shares professional insights and observations to optimize any of the following: quality, service delivery, team unity, customer experience
Leads the team through surges in contact volume, including directly fielding interactions when necessary
Prepares accurate and compliant time and labor records, thoughtfully limit or offer overtime, and ensure your team receives entitlements per company policies
Ensures departmentally and organizationally mandated trainings are completed by all direct reports on time
Meets frequently with direct reports to address barriers, ensure their access to the appropriate tools and knowledge of the processes and techniques to succeed
When employees make errors, responds with understanding and objectively appraise the impact and cause
Hosts objective and equitable hiring and promotional processes
Reports safety risks (near misses and actual events,) compliance and ethics concerns, and potential harassment promptly
Provides daily support and knowledge sharing to the team, keeping up with the fast pace of an evolving service organization