Hub Operations Manager (Clinical Operations Manager)

Cityblock Health

Washington, DC, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/23/2021
  • Website: cityblock.com
  • Company Address: 55 Washington St, Brooklyn, Brooklyn, NY, 11201, US

About Cityblock Health

Cityblock was founded in 2017 as the first tech-driven provider for communities with complex needs. We deliver better care to where it’s needed most, investing upstream in highly personalized, prevention-oriented health and social care to ultimately drive down costs and improve outcomes. Our tech enables scale by bringing together practical information, coordination, and communication for our members and our care teams.

Job Description

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 and some of the top healthcare investors in the country.

Our mission is to improve the health of underserved communities, one block at a time. 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.

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. We will get started in new markets, each with their own operating structure and care teams, and continue to grow in the communities where we are working already. 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 deliver a radically better experience of care to our members and advance equity in the communities we serve, we strive to make our own team diverse and inclusive. Our ways of working are characterized by creativity, collaboration, and mutual learning that comes from bridging together a community from diverse backgrounds and perspectives. We strive to ensure that every person on the Cityblock team, and every Cityblock member, feels like they belong, are valued, respected, and celebrated 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 the role:

In this role, you will be a part of the first cohort of staff providing direct services to Cityblock members through our innovative care model.  Our members face economic and social challenges in addition to having mental and physical health needs - and our model combined with our technology will support our care team and members in a completely new way.  You will be part of our first clinical “hub,” a primary care practice that in many respects will look more like a community center than a doctor’s office.  

The Hub Operations Manager (HOM) will play an integral role in operationalizing Cityblock’s care model in the practice setting and will sit under the Washington DC General Manager’s organization. The HOM will manage the day-to-day operation of the hub, establishing an environment in which our care model can flourish.  The HOM will work with the Hub’s clinical team to implement the initial care model workflows, implement a structure for ongoing measurement and improvement of hub operations, and ensure compliance with policies and procedures.  Along with the Director of Clinical Operations, the HOM will cultivate an environment reflecting the values of Cityblock Health, including respect for our members and team members.

Requirements for the Role:

  • You have a bachelor’s degree and 3+ years of experience of management within an ambulatory clinical practice setting 
  • You are comfortable using a variety of computer systems, including practice management and electronic health record systems such as Athena, Epic, etc.
  • You are adept at identifying and implementing process improvement opportunities 
  • You are familiar with regulatory requirements pertaining to medical practices, including documentation and billing, quality reporting (HEDIS, QARR), and environmental requirements to ensure safety for members and staff
  • You have excellent communication skills, including the ability to effectively interact with all members of the care team, and with members of the public
  • You have managed staff in a clinical practice setting and work well with clinical teams including physicians and Advanced Practice Clinicians
  • You have experience with deep, hands-on process improvement 
  • You are compassionate, open-minded, and non-judgemental
  • You have the ability to think quickly and solve problems in the moment

How we define success:

  • Manage day to day operations, including opening and closing of the physical hub 
  • Optimize member experience by managing flow throughout the hub, including the entry (greeting, registration), the community space, and the clinical practice
  • Ensure compliance with policies and procedures across all aspects of operations, including proper documentation and billing practices
  • Address operational issues as they arise, and collaborate with the Director of Clinical Operations and the Medical Director to problem solve as needed
  • Oversee and mentor assigned team members, fostering an environment of open communication
  • Assure optimized use of technology and applications, including the EHR, Commons, and other tools used to support hub operations
  • Maintain staff schedule, including after-hours on-call rotations
  • Comply with environmental requirements, including the coordination of equipment maintenance, signage, and facility upkeep
  • Oversee procurement and accounts payable processes for clinical and office supplies
  • Provide coverage in the front office as needed to maintain steady operations 
  • Monitor real-time member experience feedback using an automated dashboard, and address issues

Nice to have but not required:

  • Multilingual
  • Masters Degree

What We’d Like From You:

  • A resume and/or LinkedIn profile 
  • A short cover letter

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.