Healthcare Operations Manager

7 days ago

Barnstable, Massachusetts, United States One Medical Full time
Transforming Healthcare with One Medical

About Us

We are a leading primary care solution challenging the status quo by making quality care more affordable, accessible, and enjoyable. Our mission is to improve the experience for everyone involved in healthcare – from patients and providers to employers and health networks.

We're on a journey to transform healthcare, which means improving the experience for everyone involved. 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. Our goal is to make it drastically easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy.

The Opportunity

As we continue to expand and transform the primary care experience, we're looking for a skilled Practice Coordinator to join our team. As a Practice Coordinator at One Medical, you will be the onsite lead and support your practice team members in delivering the highest quality and best experience to our patients. You will be responsible for championing best practices with our patients and team members to ensure the practice runs smoothly with a focus on operational excellence, active daily management, scheduling, inventory management, and facilities management.

You will motivate, support, and under direction of your Operations Manager, provide direction, and coach your teammates to ensure consistent high performance of the practice and support your team through change and growth.

You are proficient in the art of customer-service, support roles, administrative work, and motivating a team or peers, especially through times of change. You are skilled in nuanced patient communication with an emphasis on consistent high-quality patient-centered experiences, and foster open communication with team members. You are currently looking for your next opportunity to support and lead a team at an organization that is transforming healthcare.

Key Responsibilities:

  • Ensure operational readiness of the practice through regular team check-ins, review of staffing, monitoring of task queues, adherence to standard work, and conducting end-of-month practice operations such as publishing shift schedules for both administrative and clinical team members.
  • Provide team support and leadership through training, coaching, and mentoring of team members and team recognition.
  • Drive performance improvement through active daily management, including office huddle facilitation and monitoring performance metrics.
  • Perform inventory management including ordering and receiving supplies, expiration tracking, waste minimization, and completing counts.
  • Support the financial health of the practice through office budget review and managing copay and revenue cycle.
  • Monitor and own Net Promoter Score (NPS) responses and respond to service recovery cases, escalating to the Operations Manager as needed.
  • In partnership with Clinical Leadership and the Operations Manager, support quality health outcomes, patient safety, regulatory compliance, and implement improvement initiatives to manage population health.
  • Use impeccable C-I-CARE framework in all patient interactions and ensure a fluid and positive in-office experience through patient intake, same-day schedule management, appropriate follow-up scheduling, and strong knowledge of billing and insurance.
  • All front-of-house duties including check-in/check-out, insurance verification, printing/paperwork tasks, prepping tests, tasking to service level expectation, 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, and supporting facility, security, and IT requests as encountered.
  • Clinical duties may include providing best-in-class venipuncture services on a population ranging from pediatrics to geriatrics, and performing and assisting with extended scope duties such as non-blood specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs.

Requirements:

  • At least 1 year of experience in a supervisory or lead role in high-touch customer service or patient-facing healthcare.
  • Proven ability to foster strong, collaborative team dynamics that ensure a supportive and engaged team culture.
  • Experience working on collaborative, diverse, and feedback-driven multi-disciplinary teams.
  • Strong written and verbal communication skills.
  • Successful completion of One Medical clinical training and state-required education and/or certifications within the first six months of employment (One Medical sponsored).
  • Relevant experience as a Medical Assistant or Phlebotomist preferred; those without experience are encouraged to apply (training is provided).
  • Proven track record of leading successful change management and process improvement efforts preferred.
  • Experience in healthcare, with a solid understanding of billing and insurance, is preferred.

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