Centralized Services Operations Director

2 weeks ago

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

At One Medical, we're on a mission to transform healthcare by making quality care more affordable, accessible, and enjoyable. We're not just another doctor's office; we're a primary care solution that's challenging the industry status quo. 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 delighting people for over a decade.

We recently joined forces with Amazon, and together, we're committed to delivering exceptional healthcare to more consumers, employers, care team members, and health networks. As we continue to grow and expand our reach, we're building a diverse, driven, and empathetic team that thrives in an environment where everyone can succeed.

The Opportunity

We're seeking a skilled Centralized Services Operations Director to manage our high-performing teams and execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). In this role, you'll oversee the centralized services team members, lead our operations, and ensure that One Medical provides an outstanding patient experience at an affordable cost.

You'll be responsible for meeting One Medical's patient promises of quality of care, access, and truly patient-centered experiences. You'll model the ideal team member experience through excellent onboarding, training, performance feedback, skills coaching, learning opportunities, and engaged career development.

Key Responsibilities:

  • Sponsor the day-to-day operations of our inbound and outbound patient support center
  • Lead team meetings, deliver information, and drive KPIs to ensure patient satisfaction and access to care at all times (CSAT/NPS)
  • Audit interactions for quality, compliance, and present solutions to enhance patient interactions with our central teams
  • Maintain and improve our operations by monitoring system performance and identifying and resolving problems that arise
  • 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

What You'll Need:

  • 5+ years relevant experience managing high-performing teams, 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 a plus
  • Familiarity with G Suite and Electronic Health Record systems are a plus
  • Flexibility with your schedule as we provide round-the-clock care for our patients

This full-time salaried position is located in Tempe, AZ. We offer a competitive salary of approximately $110,000 per year, commensurate with experience. At One Medical, we believe in equal opportunities for all applicants and encourage those from diverse backgrounds to apply.

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