Patient Experience Ambassador

4 weeks ago

Shoreline, Washington, United States One Medical Full time

At One Medical, we're revolutionizing primary care by making quality healthcare more affordable, accessible, and enjoyable. As a Member Support Specialist, you'll be an integral part of our team, ensuring patients receive exceptional in-office experiences.

About Us

We're a forward-thinking organization that's transforming the healthcare industry. Our mission is to improve the experience for everyone involved - from patients and providers to employers and health networks. With 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, we've been delivering outstanding results for over fifteen years.

In February 2023, we marked a significant milestone when One Medical joined Amazon. Together, we're committed to delivering exceptional healthcare to more consumers, employers, care team members, and health networks, ultimately achieving better health outcomes. As we continue to grow and make a lasting impact, we're building a diverse, driven, and empathetic team that thrives in a culture of feedback and growth.

The Opportunity

Your Role as a Patient Experience Ambassador

You'll be the face of One Medical in our offices, mastering human connection and driving service excellence. Your key responsibilities will include:

  • Removing barriers to care, resulting in a truly exceptional in-office patient experience
  • Serving as the steward of our office space, ensuring it aligns with our brand and values
  • Providing exceptional support to patients, including responding to feedback and addressing any concerns they may have
  • Collaborating with our team to identify opportunities and deliver customer-centric solutions

We're looking for a strong team player who excels at problem-solving, communication, and empathy. If you're passionate about helping others and creating amazing moments for our members and teammates, we'd love to connect.

What You'll Likely Work On

Some of your key tasks and responsibilities will include:

  • Utilizing impeccable C-I-CARE skills in all patient interactions, ensuring a positive and fluid experience
  • Managing patient intake, same-day scheduling, follow-up scheduling, billing, and insurance verification
  • Maintaining high standards for front-of-house duties, including check-in/check-out, printing/paperwork tasks, prepping tests, and meeting service level expectations
  • Contributing to team development through rounding, attending team huddles, participating in problem-solving, and supporting in-office providers as needed
  • Mastery of our technology suite, including Slack, G-suite, Zoom, 1Life, and Chirp, to interact with team members and patients and complete daily work
  • Performing opening and closing duties, maintaining the office environment, restocking supplies, and organizing
Requirements

To succeed in this role, you'll need:

  • At least 1 year of experience in high-touch customer or patient-facing roles
  • Strong written and verbal communication skills
  • Experience working on collaborative, diverse, and feedback-driven teams
  • A proven track record of persisting through change, demonstrating a forward-thinking perspective under pressure, and consistently stepping up to address challenges
  • Proficiency in computer technology, including typing, navigating the internet, and using multiple software systems simultaneously
Benefits

We offer a comprehensive benefits package designed to support your health and wellness:

  • Paid sabbatical after 5 and 10 years
  • Employee Assistance Program - Free confidential advice for team members dealing with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental, and Vision plans
  • Free One Medical memberships for yourself, friends, and family
  • Pre-Tax commuter benefits
  • PTO cash-outs - Option to cash out up to 40 accrued hours per year
  • Competitive salary: $22.75/hour
Protecting Your Future

We're committed to securing your future and providing opportunities for growth:

  • 401K match
  • Opportunity to participate in company equity programs
  • Credit towards emergency childcare
  • Extra contributions toward maternity and paternity leave
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time role based in-person with our team and patients at offices in the Seattle, Washington area. We're located at our Shoreline office, and the schedule is Monday through Friday, from 7:30 am to 5:00 pm.

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