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Role Description
Must have a blend of administrative strength, leadership presence, and call center background is critical for success in the role. Also must be open to 8 hour shifts or 12 hour shifts. The Senior Telecommunicator bridges the span of shift leaders, backstopping daily operations while striving for the success of both new and tenured members of the team. They support round the clock access to care and services, perform quality assurance functions, test process improvements, improve knowledge management and effectiveness of the team.
- Senior Telecommunicator is a pillar of the Inbound Communications team
- Distinguished through excellence in service delivery, reliability, and operational effectiveness
- Friendly face and guide to new and progressing employees
- Fully remote role, requires regular work on alternating weekends
- Approximately 75% of daily work is directly member-facing
- Effectively task-switches between QA and member facing work
- Completes Quality Assurance reviews to improve performance
- Shares insight from experience and lessons learned to elevate areas of growth for the team
- Maintains confidentiality and integrity of performance and quality records
- Models time and task management acumen, meets deadlines, and communicates challenges
- Offers feedback in change management cycles to address ambiguity in proposed instructions
- Employs active listening and objectivity with both members and teammates
- Directly intervenes or provides real time support in voice interactions with agitated or dissatisfied callers
Qualifications
- HS Diploma or GED
- 5 or more years in a high-volume healthcare contact center
Requirements
- Must be open to 8 hour shifts or 12 hour shifts
Benefits
- Health insurance
- Life insurance
- Retirement benefits
- Participation in the company’s equity program
- Paid time off, including vacation and sick leave
Company Description
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 along with some of the top healthcare investors in the country. Our mission is to improve the health of underserved communities.
- Solutions designed specifically for Medicaid and lower-income Medicare beneficiaries
- Meet members where they are, bringing care into the home and neighborhoods
- Collaboration with community-based organizations, local providers, and leading health plans
- Equipped with world-class, custom care delivery technology
- Deliver personalized primary care, behavioral health, and social services
- Strive to ensure every person on the Cityblock team feels supported and included
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