Lab Services/Member Support Trainee (Float)

One Medical•Westport, CT

11d•Onsite

About The Position

One Medical is a primary care solution that aims to make quality care more affordable, accessible, and enjoyable by transforming healthcare. They 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. In February 2023, One Medical joined Amazon to expand their reach and improve health outcomes. They are building a diverse, driven, and empathetic team and cultivating an environment where everyone can thrive. The Lab Services Specialist/Member Support Specialist Trainee role is an opportunity to launch a healthcare career with full training provided in phlebotomy and other clinical procedures. The role involves providing exceptional care and support to patients, removing barriers to care, and serving as the first point of contact. The trainee will also manage the office space and provide support as requested by leadership. The ideal candidate is a strong team player with innovative problem-solving skills, empathy, focus, and compassion. They should possess tactful interpersonal skills, thrive in a feedback-oriented culture, and be adaptable to patient and team needs.

Requirements

At least 1 year of experience in high-touch customer or patient-facing roles.
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.
A proven ability to display confidence and instill trust with patients 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.

Nice To Haves

Additional experience with remote teams is a plus.

Responsibilities

Use C-I-CARE framework in all patient interactions to ensure a positive in-office experience.
Manage patient intake, same-day schedule, and follow-up scheduling.
Possess strong knowledge of billing and insurance.
Monitor patient feedback and assist with outreach.
Perform all front-of-house duties including check-in/check-out, insurance verification, paperwork, prepping tests, and tasking.
Contribute to team development through rounding, team huddles, problem-solving, and supporting providers with ad hoc requests.
Master the technology suite including Slack, G-suite, Zoom, and the Electronic Medical Record System (1Life).
Perform opening and closing duties, including daily office upkeep, maintaining patient and employee-facing spaces, restocking supplies, and organization.
Successfully complete One Medical clinical training within the first six months of employment.
Obtain Basic Life Support (BLS) certification within 60 days of hire.
Provide best-in-class venipuncture services on a population ranging from pediatrics to geriatrics (future responsibility).
Perform basic laboratory services, including specimen collection, processing, and related support functions (future responsibility).
Maintain high standards of in-office care through proper specimen labeling, handling, processing, inventory upkeep, and tool sterilization (future responsibility).
Care for members beyond the lab room by answering patient messages, following up on lab cases, and assisting providers with clerical duties such as medical record review, billing inquiries, and DOH reporting (future responsibility).