The Manager, Inbound Communications is a clinical operations leader and a core part of the MIC Mobile Integrated Care team. You will lead a remote workforce collectively functioning as a centralized communications center with headcount numbering into 40 teammates. Around the clock, the department principally empowers prompt and accurate triage of inbound phone calls from Cityblock’s members. The team then, as appropriate, coordinates activation of internal workflows or referrals to best address the given needs. In the role, you’ll ensure the operational rigor, psychological safety, optimized performance, and overall success of direct and indirect reports. You will play an integral role in operationalizing our services, achieving our goals, and ensuring our teams are supported in their community based work. The key function of your job is to ensure our clinical delivery model runs smoothly so that members reliably receive care through our innovative model.
This role oversees 24/7 operations for Cityblock and may lead to work on days, evenings, nights, weekends, and holidays.
Responsibilities:
- Serve as the manager and leader for a group of telecommunicators who work 24/7, including occasionally supporting their needs via phone calls/meetings outside of the traditional 9-5 hours.
- Serve as an operational leader within the Mobile Integrated Care team, identifying problems to solve and helping to devise and implement standardized, documented, and reliable solutions
- Enable your team to deliver on their day to day operations, with the goal of reliably answering inbound member calls, effectively coordinating the field team’s activities, and completing all administrative tasks with a high degree of fidelity
- Embed verbal de-escalation, motivational interviewing and customer satisfaction techniques in external communication protocols
- Lead interdepartmental work streams for procurement, optimization, and maintenance of technologies empowering access to and coordination of care. This may include telehealth, communications, scheduling/dispatching, quality assurance, and structured call-taking
- Deliver on administrative responsibilities including running Cityblock’s 24/7 on call program across all aspects from scheduling to add-hoc problem solving to coordinating payroll.
- Develop business continuity plans for the communications function and direct systematic evaluations of readiness; represent the division during activations of interdepartmental emergency management structures
- Facilitate rich interdepartmental connections and collaboration with central and market based teams
- Serve as department business owner within enterprise IT Vendor Governance activities for mission-critical technology utilized by Mobile Integrated Care
- Implement and execute quality improvement methodologies to iterate towards sustainable, scalable, and reliable operations
- On a regular basis, review, re-establish, and track adherence to enterprise and departmental KPIs, SLAs, and other metrics as directed
Work Experience:
- 2 – 5 years leadership experience
Education:
- Bachelor’s Degree (preferred)
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:
$106,200.00 – $118,000.00 – $129,800.00 Annually
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