Sr. Associate, Member Experience Platforms

Cityblock Health

7d•$78,000 - $102,000

About The Position

Cityblock is seeking a mission-driven, imaginative, and operationally exceptional Engagement Platforms Specialist to join our Member Experience team. You will design, operate, and enhance a suite of proprietary and off-the-shelf platforms that allow us to connect with our members at scale to improve their health outcomes. The Engagement Platforms Specialist works alongside front-line operational staff and technology leaders to tightly integrate business needs with our engagement tools. You will drive excellence within a variety of mission critical tools, including our Contact Center platform, mass communication campaign platform, translation services, AI agents, self-service portals, and more. An ideal candidate is familiar with: Customer service operations and software (inbound/outbound across digital and voice channels) Designing and documenting operational workflows (process flows, work instructions, etc) that optimize available technology resources Participating in the requirements gathering and design process as a business stakeholder Communication to both technical and non-technical audiences Preparing and presenting (slides, documents, spreadsheets) qualitative and quantitative analyses to justify investment decisions and process changes This role is ideal for someone who is highly organized, analytical, collaborative, and energized by connecting digital workflows, operational execution, and service design best practices. Candidates with a combined industrial engineering background and contact center experience are encouraged to apply.

Requirements

Bachelor's Degree
Minimum 5 years of experience required
Customer service operations and software (inbound/outbound across digital and voice channels)
Designing and documenting operational workflows (process flows, work instructions, etc) that optimize available technology resources
Participating in the requirements gathering and design process as a business stakeholder
Communication to both technical and non-technical audiences
Preparing and presenting (slides, documents, spreadsheets) qualitative and quantitative analyses to justify investment decisions and process changes

Responsibilities

Optimize configurations within engagement platforms for member/patient outcomes and staff efficiency. For example: Redesigning an IVR flow and contact center routing to include 1) multi-lingual options for non-English callers, and 2) automated self-service transactions. Building an investment case and business design for virtual agents (chatbots, voicebots) to provide 24/7 service for our members. Documenting and de-conflicting routing flows in our contact center platform so that queues/ring-groups serve distinct, non-overlapping purposes.
Assess and improve the engagement platform ecosystem. For example: Partner closely with Operational and Clinical teams to identify high-value engagement use cases, then align technology tools to those use cases. Partner closely with Product, AI, and IT teams to design and implement new integrations or features within existing tools to operationalize high-value engagement use cases. Perform quantitative analyses on the impact of existing platforms and make recommendations for adding, changing, or removing software and platforms based on business need.
Drive change among users of engagement platforms to maximize impact for our members. For example: Manage change across departments to create dedicated handoffs from operational staff to clinical staff that eliminate manual pre-transfer availability checks. Produce staff work instructions, training, new reports and process monitoring, and continuous quality improvement plans for all platform changes. Troubleshoot issues with engagement platforms and collect feedback from user groups to drive additional improvements in functionality or documentation. Triage potential issues to determine when underlying technology change through Product, AI, and IT groups may be required.
Facilitate internal awareness and communications about engagement platforms and operational success. For example: Host recurring platform provider (vendor) meetings to identify opportunities and risks. Produce a monthly newsletter update to the broader operational and clinical community about engagement department projects, outcomes, and priorities. Join leadership to serve as a thought partner for engagement workflows, technology, and reports as we incorporate AI and emerging technology into our business.
Achieve quantitative improvements across the enterprise by improving engagement platforms. For example: Double daily member interactions (via AI agents capabilities and human agent efficiency improvements) Increase by 50% warm hand offs from AI/operational staff to clinical staff. Reduce by 25% turnaround time for inbound inquiries (SMS, web forms).