Centralized Services Operations Manager

14 hours ago

Tempe, Arizona, United States One Medical Full time
About One Medical

One Medical is a pioneering healthcare organization that's revolutionizing the way people experience primary care. Our mission is to deliver exceptional health care to more consumers, employers, care team members, and health networks, achieving better health outcomes through seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses, and mental health concerns.

The Opportunity

We're seeking a highly skilled Centralized Services Operations Manager to join our team. As a key member of our operations team, you'll be responsible for managing the centralized services team members and leading our operations to ensure One Medical is a great experience for both patients and team members. You'll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS).

Key Responsibilities
  • Manage the day-to-day operations of our inbound and outbound patient support center
  • Model the ideal team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities, and engaged career development
  • Prepare performance reports by collecting and analyzing centralized support specialists data for coaching and feedback
  • Audit interactions for quality, compliance, and present solutions to enhance patient interactions with our central teams
  • Lead team meetings, deliver information, and drive KPIs to ensure patient satisfaction and access to care at all times (CSAT/NPS)
  • Assist with the development of weekly, monthly, and quarterly goals and action plans
  • Partner with Leadership to help determine operational center strategies by evaluating team results and objectives
  • Maintain and improve our operations by monitoring system performance and identifying and resolving problems that arise
  • Ensure patients have an amazing experience through timely access to the care they need (pre- and post-visit administrative tasks, messages, and calls) and provide solutions to issues with minimal waste and friction
  • Build an engaged team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), Active Daily Management, and Lean principles to meet patient and team experience goals
Requirements
  • 5+ years of relevant experience managing high-performing teams in a healthcare setting, with at least 2 years managing customer or patient-facing support teams in a high-volume contact center setting
  • Strong written and verbal communication skills
  • Ability to remain calm and in control in all situations to help resolve patient issues with little to no friction
  • Advanced customer/patient focus and service skills
  • Proven ability to foster strong, collaborative team dynamics that ensure a supportive and engaged team culture
  • Experience developing talent through mentorship and coaching, consistent feedback, goal setting, and accountability
  • Proven track record of leading successful change management and process improvement efforts
  • Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
  • Excellent understanding of technology, software, and tools, along with experience with RingCentral/Nice-InContact, is a plus
  • Familiarity with G Suite and Electronic Health Record systems is a plus
  • Flexibility with your schedule as we provide round-the-clock care for our patients
Benefits

We offer a comprehensive benefits package designed to aid your health and wellness, including:

  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental, and Vision plans
  • Free One Medical memberships for yourself, your friends, and family
  • Pre-Tax commuter benefits
  • PTO cash outs - Option to cash out up to 40 accrued hours per year

We're an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities. One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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