Customer Experience Ambassador

5 days ago

San Francisco, California, United States One Medical Full time
About One Medical

At One Medical, we're redefining the healthcare experience by making quality care more affordable, accessible and enjoyable. Our mission is to improve 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. By joining our team, you'll be part of a diverse, driven and empathetic community that's working hard to cultivate an environment where everyone can thrive.

The Opportunity

This role as Customer Experience Ambassador will be an ambassador for patients in office, with a mastery of human connection and a strong drive for service. You will remove barriers to care, resulting in a truly exceptional in-office patient experience. This includes being the steward of the space and ensuring the look and feel of the office lobby are on brand with the One Medical experience. Additionally, you will provide any other support as requested by the Leads, Office Manager, or in-office providers.

You will be supporting multiple offices in a market, so flexibility and adaptability are key. As a strong team player, you will use your innovative problem-solving skills to tackle various tasks and challenges. With a strong grasp of verbal and written communication, you will identify opportunities and deliver on customer-centric solutions while using empathy, focus, and compassion in all interactions with patients and teammates.

Responsibilities
  • Provide impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication) in all patient interactions, ensuring 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.
  • Master 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
  • 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 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
  • 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 $24/hour.
Location

This is a full-time role based in-person with our team and patients at offices in San Francisco, including Hayes Valley, Pacific Heights, Laurel Heights, and Cow Hollow offices.

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