Lab Support Specialist/Member Support Specialist

About the role

As a One Medical Lab Services Specialist/Member Support Specialist, you’ll provide an exceptional experience for our patients and help them accomplish an important part of their care journey by providing venipuncture as well as other clinical support services. You will be an ambassador for patients, 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. You are the steward of the space and ensure the look and feel of the office lobby are on brand with the One Medical experience. You will be the first point of contact for our patients, as well as provide any other support as requested by the Practice Coordinator, Operations Manager, or providers.

Responsibilities

• Use impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) in all patient interactions, both clinical and administrative, and ensure 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
• Provide best in class venipuncture services on a population ranging from pediatrics to geriatrics, depending on the office location
• Perform and assist with extended scope duties such as, but not limited to 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
• Continue to care for our members beyond the lab room by answering patient messages, following up on lab cases and assisting our providers and virtual medical team with clerical duties such as, but not limited to biometric screening forms, medical record and consult review, billing inquiries, and DOH reporting
• 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
• 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
• Master our technology suite including, but not limited to Slack, G-suite, Zoom, Circulation, and our Electronic Medical Record System, in order to interact with team members and complete daily work

Requirements

• An active Medical Assistant certification from NHA, AAMA, NCCT, or the AMT
• Graduated from a postsecondary Medical Assistant program accredited by either the Commission on Accreditation of Allied Health Education Programs (CAAHEP), the Accrediting Bureau of Health Education Schools (ABHES), another accrediting organization recognized by the United States Department of Education OR completed relevant Medical Assistant training by any branch of the armed forces
• Strong customer service skills, including ability to establish and maintain effective customer relationships and deliver customer-centric solutions
• Strong written and verbal communication skills
• 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 when faced with new situations or tasks

Qualifications

Competitive salary: the base pay for this position is $25.75 per hour based on a full time schedule.

This is a full time role (40 hrs/week) with 8 hr shifts generally taking place between 7:30am-7pm based in office primarily at our Westport, CT office and will be floating to Darien Commons and New Canaan office locations as needed.

Benefits

• 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

Pay

$25.75 per hour based on a full time schedule.

Schedule

Full time role with 8 hr shifts generally taking place between 7:30am-7pm based in office primarily at our Westport, CT office and will be floating to Darien Commons and New Canaan office locations as needed.