Telehealth Patient Support Specialist

About Us
One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But 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. 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 the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we're building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

• This is an in-person role, with travel throughout the greater Seattle area*

The Opportunity
Join One Medical's innovative High Risk team as a Telehealth Patient Support Specialist (internally known as Field Care Coordinator), where you'll make a meaningful difference in patients' lives by delivering personalized care beyond traditional clinic walls. In this role, you'll bring healthcare directly to patients' homes through state-of-the-art telehealth services, creating a bridge between patients and their healthcare providers.

Reporting to the Tele-Assist Program Operations Manager, Field Care Coordinators go into patients' homes to facilitate telehealth visits with a provider in order to reach more of our patients where they live. This will include building a trusted and supportive relationship with the patient and their family, performing clinical assessments, assessing home safety, documenting medications and reviewing provider care plans with the patient. You will also assist in teaching patients and family members to use technology to coordinate care with their care teams, as needed.

You are a compassionate, kind, and open-minded individual who is comfortable engaging with patients and their caregivers or family inside their home. You have excellent communication skills and quickly build trust and rapport with your patients. You are an advocate for patients, with a mastery of human connection and a strong drive for service. You have a passion for removing barriers to care and use your innovative problem solving skills to tackle various tasks and challenges resulting in a truly exceptional patient experience. You bring strong communication skills and enjoy collaborating with an integrated primary care team to facilitate overall better healthcare outcomes for our patients. You are comfortable driving throughout Seattle to reach your patients in their homes.

What You'll Work On

• Facilitate telehealth visits in a patient's home, using technology to ensure the provider has a complete view of the living situation and to ensure the patient exam can be completed via video.
• Conduct standard patient assessments and documentation to facilitate a complete visit by the treating provider in the home and to ensure patients understand their care plan.
• Clinical duties may include providing best in class telehealth set up services, performing and assisting with extended scope duties such as, but not limited to clinician guided physical exam, health status screenings, non-blood specimen collection, spirometry, retinopathy, EKGs, vitals
• Coordinate care with patients, families and other outside care teams (specialists, home health, etc.) as needed. Connect patients to state and local community resources related to housing, transportation, food, and activities of daily living among other social and physical barriers to health.
• Assist patients and their families to fully participate in healthcare services, as well as navigate and use community services or other resources in support of their goals. Assist patients with completion of applications for accessing eligible benefits and resources
• Participate in the daily operations of the High Risk Care Team, such as answering incoming phone calls, responding to emails, facilitating supports for transitions of care services
• Teach patients and family members to connect with their care teams via technology

These responsibilities are intended to describe the general nature and level of work being performed by personnel assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by personnel in this classification. Other job related duties may be assigned by management.

What You'll Need

• At least 1 year of experience as a Certified Medical Assistant
• OR At least 1 year of experience doing home-based healthcare services or full-time Emergency Medical Technician (EMT) experience
• Active Medical Assistant (MA) and Basic Life Support (BLS) certifications preferred or ability to obtain certification within 6 months of hire by participating in One Medicals certification program, required
• Strong written and verbal communication skills; Spanish speaking is a plus
• 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
• A proven ability to build rapport and trust with patients or customers, while delivering individualized, human-centered, customer-focused care
• Clinical skills in performing basic vitals and clinical assessments preferred
• Experience facilitating access to community resources or social service agencies preferred
• Proficiency in computer technology and video platforms such as typing, navigating the internet, meeting over zoom and using multiple software systems simultaneously; experience with Mac iOS, Google Suite preferred
• Must have access to an independent means of safe and reliable transportation as well as the ability to travel house to house throughout the day; mileage will be reimbursed at the IRS/Federally established rate

This is a full-time role with shifts generally taking place between 8:00am-5:00pm (Monday through Friday) based in Tacoma/Seattle, WA. Flexibility to travel throughout the day to patient homes in the Tacoma/Seattle area and work in a variety of Tacoma/Seattle offices based on assignment. Mileage will be reimbursed at the IRS/ Federally established rate.

One Medical is committed to fair and equitable compensation practices:

The base compensation range for this role is $27.75 to $28.75 per hour. However, actual compensation packages are based on several factors that are unique to each candidate. These factors include, but are not limited to, job related knowledge and skill set, depth of experience, certifications and/or degrees, and specific work location.

The total compensation package for certain roles may also include additional components such as a sign-on bonus, annual performance bonus, equity grants in the form of RSUs, medical and other benefits and/or other applicable incentive compensation plans. For more information, please visit

Benefits
One Medical offers a robust benefits package designed to aid your health and wellness. All regular team members working 24+ hours per week and their dependents are eligible for benefits starting on the team member's date of hire:
Taking care of you today

• Paid sabbatical for every five years of service
• Free One Medical memberships for yourself, your friends and family
• Employee Assistance Program - Free confidential services for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

In addition to the comprehensive benefits package outlined above, practicing clinicians also receive

• Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.
• UpToDate Subscription - An evidence-based clinical research tool
• Continuing Medical Education (CME) - Receive an annual stipend for continuing medical education
• Rounds - Providers end patient care one hour early each week to participate in this shared learning experience
• Discounted rate to attend One Medical's Annual REAL primary care conference

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please refer to the E-Verification Poster and Right to Work Poster for additional information.