Job Description:

About the Role:

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:

• HS Diploma or equivalent

• 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.)

• Proficient in collecting member clinical and demographic data and documenting appropriately in a timely manner

• 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

• Ability to communicate information and ideas clearly and articulate in written and verbal form

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.