Redpoint

Job Description:

About the Role:

The Care Traffic Control center provides 24/7 access to care services by Cityblock’s members, allowing us to meet members where they are, virtually and in person. In order to meet KPIs, headcount must allow a consistent baseline of telecommunicators relative to the size of the population served with inbuilt growth and redundancy.

The Care Traffic Control team radically improves healthcare by receiving and acting upon requests for urgent medical, behavioral, and social assistance by Cityblock members. The Dispatcher will play a vital role in intake, triage and access to care for Cityblock’s members across the country, 24/7. The Care Traffic Control center coordinates the flow of in-field and virtual resources, connecting members with medical providers and care staff in a matter of minutes. The dispatcher works with call-takers to appropriately assign virtual and in-person resources to care for members.

Responsibilities

• Using training and policies to screen requests for services; answering them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed.

• Ascertaining incident information by obtaining and verifying caller information and location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images or video and providing information to assigned resources either verbally and/or digitally.

• Demonstrating clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked.

• Gathers and transcribes key information necessary for the coordination of services, guides callers through intake and triage processes

  • Effectively informs next steps and manages expectations, delivers pre-arrival instructions

• Identifies risks of imminent life threats, self-harm or harm to others (including risks to those involved in follow-up care) and directs questioning; makes appropriate notifications

• Utilizing language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help.

• Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers.

• Providing direct counseling to suicidal persons, domestic violence victims, and children.

• Using training and operational protocols to take appropriate action such as: relaying critical information, dispatching/initiating response services, or referring callers to other agencies.

• Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller.

• Provides a high standard of service aligned with policies, procedures, and organizational goals

• Appropriately accesses and safeguards members’ confidential medical and other protected/privileged information

• Monitors field resource status; responds appropriately and without delay to activations of emergency alerts and support needs

• Excel in a fully remote working environment requiring independence and self-governance

• Self-identifies human factors compromising or undermining personal ability to deliver a consistent standard of work

• Shift assignments may vary to support 24/7 operation

• Other duties as assigned

Requirements for the Role:

• Operate computer systems with specialized software and enter data via keyboard and software with speed and accuracy.

• Organize and prioritize work to meet deadlines and accomplish tasks.

• Use judgment and decision-making skills to rapidly evaluate situations, establish priorities, resolve matters, and pass on information, as needed.

• Relentless problem solver.

• Data Entry / Transcription

• Record locating

• Excellent interpersonal communication skills, both oral and written

• Written communication skills including comprehension of medical terminology and common prescription medications

• Clinical triage or Emergency Medical Dispatcher experience

• Customer service, including seamless use of complex telephone systems

• Presents collected, professional appearance assisting members with technical aspects of accessing their care

• Time management and punctuality

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:

$63,900 to $71,000

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.

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.

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.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.