Patient Experience Coordinator

2 days ago

Mill Valley, California, United States One Medical Full time

About One Medical

We are a pioneering primary care solution that is revolutionizing the healthcare industry by making quality care more affordable, accessible, and enjoyable.

This isn't your average doctor's office. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks.

We offer 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're part of Amazon and together we're delivering exceptional healthcare to more consumers, employers, care team members, and health networks to achieve better health outcomes.

The Opportunity

You'll be an ambassador for patients in our offices, with a mastery of human connection and a strong drive for service.

You'll remove barriers to care, resulting in a truly exceptional in-office patient experience.

You'll be the steward of the space and ensure the look and feel of the office lobby are on brand with the One Medical experience.

You'll be the first point of contact for patient feedback, as well as provide any other support as requested by the Leads, Office Manager, or in-office providers.

You'll use your innovative problem-solving skills to tackle various tasks and challenges.

You'll have a strong grasp of verbal and written communication.

You'll identify opportunities and deliver on customer-centric solutions while using empathy, focus, and compassion in all interactions with patients and teammates.

You'll bring self-awareness to your daily work to utilize your strengths and develop your areas of opportunity.

You'll thrive in cultures that focus on feedback and growth and are nimble in their approach to respond to the needs of the patients and team.

You'll have an unwavering drive to help and serve others and create amazing moments for our members and teammates.

Responsibilities
  • Delivering Exceptional Patient Experiences: Use impeccable C-I-CARE in all patient interactions and ensure a fluid and positive in-office experience through patient intake, same day schedule management, appropriate follow-up scheduling, strong knowledge of billing and insurance, monitoring patient feedback, and assisting with outreach as necessary.
  • All front-of-house duties including check-in/check-out, insurance verification, printing/paperwork tasks, prepping tests, tasking to service level expectations, etc.
  • Contribute to team development through rounding, attending team huddles, participating in team problem-solving, supporting in-office providers with ad-hoc asks, etc.
  • Mastery of our technology suite including but not limited to Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work.
  • Perform opening and closing duties/daily office upkeep as required, including maintaining the look and feel of both patient and employee-facing spaces, restocking supplies, and organization.
Requirements
  • A minimum of 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 multi-disciplinary teams.
  • A proven track record of persisting through change, demonstrating a forward-thinking perspective when under pressure, and consistently stepping up to take action on challenges.
  • Proficiency in computer technology such as typing, navigating the internet, and using multiple software systems simultaneously.
Benefits

We offer comprehensive benefits designed to aid your health and wellness:

  • Paid sabbatical after 5 and 10 years.
  • 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.
  • Competitive salary: starts at $25/hour (approximate annual salary: $52,000) plus 1.25x differential for eligible extended hours.

This is a full-time role based in-person with our team and patients at offices in San Rafael, generally working in hour shifts, Monday-Sunday, between the hours of 7.30am and 9.30pm.

We're an equal opportunity employer and encourage qualified applicants of every background, ability, and life experience to apply.

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