Healthcare Support Specialist

21 hours ago

Cambridge, Massachusetts, United States One Medical Full time
About Us
One Medical is a primary care solution that challenges the industry status quo by making quality care more affordable, accessible, and enjoyable. We're on a mission to transform healthcare, improving the experience for everyone involved - from patients and providers to employers and health networks.

Our 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 have been delighting people for years.

We marked a milestone when One Medical joined Amazon. Together, we aim to deliver exceptional healthcare to more consumers, employers, care team members, and health networks, achieving better health outcomes.

The Opportunity
As a One Medical Healthcare Support Specialist, you'll provide an exceptional experience for our patients, helping them navigate their care journey by performing venipuncture, dispensary responsibilities, and other clinical support services. You'll be an ambassador for patients in office, with a mastery of human connection and strong drive for service. You'll remove barriers to care, resulting in a truly exceptional in-office patient experience. This includes support for the office with a focus on daily management, scheduling, inventory, and facilities support. You'll be the steward of the space, ensuring it looks and feels like the One Medical experience. You'll be the first point of contact for patient feedback and provide other support as requested by the Leads, Office Manager, or in-office providers.

You're a strong team player who uses innovative problem-solving skills to tackle various tasks and challenges. You combine excellent specimen collection technique with tactful interpersonal skills during every interaction with your patients. You have a strong grasp of verbal and written communication. You're able to identify opportunities and deliver customer-centric solutions using empathy, focus, and compassion in all interactions with patients and teammates. You bring self-awareness to your daily work, utilizing your strengths and developing areas of opportunity. You thrive in cultures that focus on feedback and growth, being nimble in your approach to respond to patient and team needs. You have an unwavering drive to help and serve others, creating amazing moments for our members and teammates. If this sounds like you, we'd love to connect.

Responsibilities
Provide best-in-class venipuncture services to a diverse population
Perform and assist with extended scope duties, such as non-blood specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs
Maintain high standards of in-office care through proper specimen labeling, handling, and processing, inventory upkeep, and tool sterilization
Dispensary responsibilities include verifying counts, maintaining inventory, placing orders, receiving and stocking, filling, packaging, and labeling prescriptions for patient pickup
Continuously care for our members beyond the lab room by answering patient messages, following up on lab cases, and assisting providers and the virtual medical team with clerical duties, such as biometric screening forms, medical record review, billing inquiries, and DOH reporting
Use impeccable C-I-CARE principles in all patient interactions, ensuring a fluid and positive in-office experience through patient intake, same-day schedule management, follow-up scheduling, 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.
Assist senior patients by performing administrative tasks, such as answering phone calls, sending faxes, and coordinating transportation
Contribute to team development through rounding, attending team huddles, participating in problem-solving, supporting in-office providers with ad-hoc asks, etc.
Perform opening and closing duties/daily office upkeep, maintaining the look and feel of both patient and employee-facing spaces, restocking supplies, and organization
Master our technology suite, including Slack, G-suite, Zoom, Circulation, RingCentral, and our Electronic Medical Record System, to interact with team members and complete daily work

Requirements
At least 6 months of relevant experience as a Medical Assistant or Phlebotomist outside of a training environment
A High School Diploma or equivalent
Proficiency in computer technology, such as typing, navigating the internet, and using multiple software systems simultaneously
Experience working on collaborative, diverse, multi-disciplinary teams (additional experience with remote teams a plus)
A proven ability to display confidence and instill trust during the collection process while delivering individualized, human-centered, customer-focused care
A proven track record of persisting through change, consistently stepping up to take action on challenges, and learning quickly and effectively in new situations or tasks
Phlebotomy experience and/or certification preferred
Experience with extended scope care, including non-blood specimen collection and processing, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs preferred

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