Senior Member Experience Platforms Associate, Cityblock Health
$78-102k
+ Equity
Healthcare for underserved communities
Be an early applicant
Healthcare for underserved communities
501-1000 employees
Be an early applicant
$78-102k
+ Equity
501-1000 employees
Company mission
To reduce costs, improve the experience and the quality of care, and transform the health of communities.
Role
Who you are
- Cityblock is seeking a mission-driven, imaginative, and operationally exceptional Engagement Platforms Specialist to join our Member Experience team
- 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
- Bachelor's Degree
- 4+ years of experience managing omnichannel customer service operations (digital and voice) across both inbound and outbound environments
- Previous experience designing and document operational process flows and work instructions that optimize technology resources
What the job involves
- 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
- 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)
Our take
Cityblock Health partners with local health insurance providers and professional health practitioners to bring better healthcare to marginalized populations in the US with complex, unmet needs.
While there’s been a groundswell of startups in healthcare, and in particular the value based healthcare space, Cityblock Health sets itself apart through its focus on underserved communities in the US, rather than the wealthy. In doing so, it is helping to drive equity at a time when people need it most.
Its pulled in some serious funding and hasn't wasted a second putting it to work, rolling out its services in new cities and states across the US. And the company's set its sights on reaching 10M members by 2030, and its certainly moving with purpose to get there. Since 2021 funding, its rolled out its community-focused, value-based care model, opening new offices and locking in key partnerships to bring its vision to more people, faster.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2021
$400m
LATE VC
Mar 2021
$192m
SERIES C
Total funding: $915m
Company benefits
- Employee connectedness - Time to retreat and connect with teammates to shape our culture and set goals together
- Great health insurance - Comprehensive medical, mental health, dental, and vision coverage for employees and their families, including 12 free therapy or psychiatry sessions per year
- Financial savings - 401(k), HSA, FSA, and Commuter benefits to support you now and for the future
- Paid time off - Up to 9 weeks of paid time off, including vacation, sick & safe time, and holidays
- Parental leave - Up to 16 weeks of paid leave for new parents, and a flexible work culture for everyone, including parents
- Learning and development - Access to LinkedIn Learning and weekly professional development classes, with reimbursement for clinical CEUs
Company HQ
Dumbo, NY
Leadership
Toyin Ajayi
(Co-Founder & CEO)Board certified Physician. Served as President of Cityblock in 2017, becoming CEO in 2022. Previously served as Chief Medical Officer at Commonwealth Care Alliance (CCA), as well as Chief Health Officer at Sidewalk Labs.
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