Lab Services Specialist/ Member Support Specialist Trainee

One Medical • Hanover, NH

4d • Onsite

About The Position

One Medical is hiring a Lab Services Specialist/ Member Support Specialist Trainee for its office in Hanover, New Hampshire. The role provides full training in phlebotomy and other clinical procedures; prior phlebotomy or medical assistant experience is not required. The trainee provides patient care and support, removes barriers to care, and serves as a first point of contact for patients while helping maintain the office. The position calls for empathy, tactful interpersonal skills, teamwork, problem solving, adaptability, and a focus on feedback and growth. The office is presently focused on the Senior Health population (age 65+).

The trainee handles front-of-house responsibilities and helps ensure a positive in-office experience. They complete One Medical clinical training and any state-required education or certifications within the first six months of employment, sponsored by One Medical, and obtain Basic Life Support (BLS) certification within 60 days of hire, also sponsored by One Medical.

After successful completion of clinical training and required education or certifications, responsibilities and compensation scale to those of a Lab Services Specialist/Member Support Specialist. These duties include venipuncture, extended-scope clinical support, specimen handling and processing, inventory upkeep, tool sterilization, patient-message follow-up, and clerical support for providers and the virtual medical team. This is a full-time, 40-hour-per-week, in-office role with 8-hour shifts generally between 7:30 a.m. and 5:30 p.m.

Requirements

• At least 1 year of experience in high-touch customer- or patient-facing roles.
• Strong customer service skills, including the ability to establish and maintain effective customer relationships and deliver customer-centric solutions.
• Strong written and verbal communication skills.
• High school diploma or equivalent.
• Proficiency with computer technology, including typing, navigating the internet, and using multiple software systems simultaneously.
• Experience working on collaborative, diverse, multidisciplinary teams.
• Ability to display confidence and instill trust with patients while delivering individualized, human-centered, customer-focused care.
• Ability to persist through change, step up to address challenges, and learn quickly and effectively in new situations or tasks.
• Willingness to obtain Basic Life Support (BLS) certification within 60 days of hire.
• Willingness to complete One Medical clinical training and state-required education and/or certifications within the first six months of employment.

Nice To Haves

• Experience working with remote teams.

Responsibilities

• Use the C-I-CARE communication framework in patient interactions and support a positive in-office experience through intake, same-day schedule management, follow-up scheduling, billing and insurance knowledge, patient-feedback monitoring, and outreach as needed.
• Perform front-of-house duties, including check-in and check-out, insurance verification, printing and paperwork, test preparation, and tasking to service-level expectations.
• Contribute to team development by rounding, attending team huddles, participating in team problem solving, and supporting providers with ad hoc requests.
• Use One Medical’s technology suite, including Slack, G-suite, Zoom, and the 1Life Electronic Medical Record System, to communicate and complete daily work.
• Complete opening and closing duties and daily office upkeep, including maintaining patient- and employee-facing spaces, restocking supplies, and organization.
• Complete One Medical clinical training and state-required education and/or certifications within the first six months of employment.
• Obtain Basic Life Support (BLS) certification within 60 days of hire, based on guidelines within the applicable metropolitan service area.
• After completing clinical training and required education or certifications, provide venipuncture services to patients ranging from pediatrics to geriatrics.
• Perform or assist with extended-scope duties such as non-blood specimen collection, EKGs/ECGs, vital signs, ear lavages, vaccines, PPD tests, and swabs, as applicable to the location.
• Maintain standards of in-office care through proper specimen labeling, handling and processing, inventory upkeep, and tool sterilization.
• Answer patient messages, follow up on lab cases, and assist providers and the virtual medical team with clerical duties such as medical-record and consult review, billing inquiries, and DOH reporting.
• Provide other job-related support as requested by the Practice Coordinator, Operations Manager, providers, or management.

Benefits

• One Medical-sponsored clinical training and state-required education and/or certifications.
• One Medical-sponsored Basic Life Support (BLS) certification.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED