Contact Center Content
3 weeks ago
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.
The Opportunity:
As we continue to expand and transform the primary care experience, we’re looking for energetic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Support Manager on the Content & Training team, you’ll be responsible for meeting One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll manage the Content & Training team and lead the development of standard processes and training our Centralized Support Specialists to ensure One Medical is a great experience for both patients and team members.
You are a strong people leader and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive teams. You are self-aware, a continual learner, and focus on the big picture. You have mastered the art of quality customer-service, administrative work , and you are an effective communicator able to motivate a team or peers, especially through times of change. You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement and all things people management at an organization that is transforming healthcare. If this sounds like you, we would love to connect.
What You'll Likely Work On:
- Lead and manage our centralized services operational leaders
- Responsible for overseeing all training content activities and curriculum, including the management, capturing, and training of our operational workflows, system tools, and processes and policies
- Responsible for monitoring, auditing and implementing our standard operating procedures and present solutions to help improve performance and patient experience
- Partners with Leadership to help determine knowledge and training strategies and develop goals and action plans.
- Work with Program Leaders to help determine quality and compliance along with training strategies by evaluating team results and objectives.
- Create and maintain documentation, resources, and scheduling of training and nesting programs for all CSS, and develop ongoing training for CSS.
- Identifying training needs by consulting with internal stakeholders, Operations Managers and CSS using needs assessments (feedback loop)
What you’ll need:
- Minimum 7 years of experience managing high-performing teams, including at least 5 years leading customer or patient-facing support teams in a high-volume contact center environment
- Excellent written and verbal communication skills
- Demonstrated success in developing and delivering training content and curriculum, as well as leading effective knowledge management and process improvement initiatives
- Healthcare industry experience, particularly in working collaboratively with clinicians, is highly valued
- Proven ability to create and maintain a supportive, engaged team culture through strong, collaborative team dynamics
- Track record of developing talent through mentorship, coaching, regular feedback, goal-setting, and accountability measures
- Demonstrated success in leading management and process improvement efforts
- Strong understanding of technology, software, and tools; experience with RingCentral or Nice-InContact is advantageous
- Familiarity with G Suite and Electronic Health Record (EHR) systems is a plus
This is a full-time salaried in-person position located in Tempe, AZ. Flexibility with your schedule will be required as we provide 24/7 care for our patients.
One Medical is an equal opportunity employer and encourages all applicants from every background and life experience.
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 (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.
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