Associate, Virtual Hub Operations - NC (Charlotte)

Cityblock Health

Cityblock Health

Charlotte, NC, USA
Posted on Saturday, November 18, 2023

#communityhealth #healthcare

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. You 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.

About the Role:

The Hub Operations Associate (HOA) drives administrative support functions across the market, such as scheduling and care coordination. The HOA serves as a Cityblock representative to our members, external healthcare organizations, payer partners, and other partners to ensure that our members have the care and assistance they need to thrive. The HOA also assists in the maintenance and organization of the Hub (e.g., office supplies, paperwork, hygiene/safety compliance).

  • Engagement
    • Be the first point of contact for members entering the hub
      • Greet members upon entry
      • Check members into appointments and support the patient rooming process
      • Conduct same day eligibility checks for members with hub appointments
      • Collect co-pays and other payments as needed
    • Schedule and manage appointments per protocol or at the direction of the care team
      • Send appointment reminders and confirmation for all scheduled hub visits
      • Track canceled/no-showed appointments and attempt to fill open appointment slots from waitlist
      • Manage related correspondence (e.g., document calls and texts)
      • Support the release of medical records per protocol
      • Triage all phone calls coming to the hub and address member needs as they arise
  • Operations and Follow-Up
    • Partner with the care team to complete visit-related tasks
      • Request and obtain medical records from health plans and external providers and organizations
      • Obtain completed member forms (e.g., medical power of attorney and medical orders for life-sustaining treatment)
      • Submit prior authorization requests and track to completion
      • Conduct eligibility checks
      • Use member benefits platforms to organize insurance services
    • Assist with appointment registration, check-in and check-out
      • Obtain written consent at the start of the appointment, in addition to all other new-patient paperwork
    • Assist with member complaints and grievances per protocol
    • Manage team correspondence such as trackers and worksheets
    • Address and respond to member needs and delegate tasks in timely fashion
      • Refer to care team if escalation needed
    • Communication tasks
      • Manage faxing tasks, including assignment of received faxes
      • Coordinate outgoing member communications, including standard mailings, news and member resources
      • Other printing/mailing/faxing as needed (including tracking and coordinating all incoming faxes/mail)
    • Utilize our care facilitation and scheduling platforms to collect data, document member interactions, organize information, track tasks, and communicate with your team, members, and community resources
    • Generate and communicate standard reporting as needed
      • Over time, learn to analyze reports and help care team plan and learn from data
    • Support the inventory management process at the direction of the Hub RN and Hub Operations leadership
      • Collaborate closely with the Hub RN to ensure smooth Hub operations
      • Complete tasks such as restocking and supply inventory as needed
      • “Check out” clinical supplies to care team members and track appropriately
      • Maintain an organized inventory room
      • Stock incoming supplies upon arrival
    • Collaborate with Hub colleagues to ensure throughput of daily patient volume
    • Fulfill other duties to support member care and operations as assigned

Requirements for the Role:

  • 1-2 years of administrative experience in an office setting
  • Comfortable using technology to support members without in-person contact (telephone and text etiquette, virtual visit platforms, etc.)
  • Understanding of how to use scheduling platforms to ensure accurate appointment scheduling and management
  • Understanding of how to use care facilitation platforms to ensure accurate documentation
  • Proficient in collecting member clinical and demographic data and documenting appropriately in a timely manner
  • Able to provide creative solutions to challenges within the healthcare system that are impeding optimization of members’ care and health
  • Growth and learning mentality, ability to think outside the box, go outside the bounds of “traditional” responsibilities
  • Routine medical office administrative functions, such as appointment reminder and confirmation calls, eligibility checks, printing/mailing/ faxing), scheduling transportation, grievance tracking, support provider calendars and scheduling, release of medical records and forms
  • Adaptable to change and prepared for frequent, fast-paced changes and shifting priorities
  • Self-starter who completes tasks in a timely manner and prioritizes effectively

What We’d Like From You:

  • A resume and/or LinkedIn profile
  • A short cover letter, please!

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.

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.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine. 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 requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements. The requirement is also 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.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.