Lab Services Specialist/ Member Support Specialist Trainee

One Medical•Hanover, NH

5d•Onsite

About The Position

One Medical is hiring a Lab Services Specialist/ Member Support Specialist Trainee to provide patient care and office support while completing sponsored training in phlebotomy and other clinical procedures. No prior phlebotomy or medical assistant experience is required. The role is based in the Hanover, New Hampshire office and currently focuses on the Senior Health population (age 65+). The trainee serves as a first point of contact for patients, supports a positive in-office experience, helps maintain the office, and responds to requests from the Practice Coordinator, Operations Manager, and providers. From the start, the role includes patient intake and scheduling support, front-of-house duties, insurance verification, paperwork, preparing tests, and maintaining office spaces and supplies. The trainee will learn One Medical’s technology suite and participate in team huddles, rounding, and problem solving. Within the first six months, the employee is expected to complete One Medical clinical training and any required state education or certifications. BLS certification must be obtained within 60 days of hire when required by guidelines in the applicable metropolitan service area. After successful completion of training and required education or certifications, responsibilities and compensation scale to the Lab Services Specialist/ Member Support Specialist role. In the post-training role, duties include venipuncture across patient populations from pediatrics to geriatrics; assisting with extended-scope procedures such as specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs, as applicable; and maintaining standards for specimen handling, inventory, and tool sterilization. The role also supports patients and providers through messages, lab follow-up, and clerical work such as medical record and consult review, billing inquiries, and DOH reporting. The job description notes that duties may vary and additional related duties may be assigned. This is a full-time, 40-hour-per-week, in-office role. Shifts are eight hours and generally occur between 7:30 a.m. and 5:30 p.m.; the work schedule may change based on business direction. Starting pay is $18 per hour, increasing to $19 per hour upon successful completion of the stated training and education or certification requirements.

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, take action on challenges, and learn quickly and effectively in new situations or tasks.
Successful completion of One Medical clinical training and state-required education and/or certifications within the first six months of employment.
Willingness to obtain BLS certification within 60 days of hire when required by applicable metropolitan service-area guidelines.

Nice To Haves

Experience working with remote teams.

Responsibilities

Use C-I-CARE in patient interactions and help ensure a positive in-office experience.
Support patient 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/check-out, insurance verification, printing and paperwork, preparing tests, and tasking to service-level expectations.
Contribute to team development through rounding, team huddles, team problem solving, and support for providers’ ad hoc requests.
Learn and use the company technology suite, including Slack, G-suite, Zoom, and the 1Life Electronic Medical Record System.
Perform opening and closing duties and maintain patient- and employee-facing spaces, including 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 when required by applicable metropolitan service-area guidelines.
After training, provide venipuncture services to patients ranging from pediatrics to geriatrics.
After training, perform or assist with applicable extended-scope duties, including non-blood specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs.
Maintain proper specimen labeling, handling, and processing; maintain inventory; and sterilize tools.
Answer patient messages, follow up on lab cases, and assist providers and the virtual medical team with clerical work, including medical record and consult review, billing inquiries, and DOH reporting.
Perform other related duties assigned by management.

Benefits

Paid sabbatical for every five years of service.
Free One Medical memberships for the employee, friends, and family.
Employee Assistance Program with confidential services for stress, anxiety, financial planning, and legal issues.
Medical, dental, and vision plans.
Pre-tax commuter benefits.
Option to cash out up to 40 accrued PTO hours per year.
401(k) match.
Credit towards emergency childcare.
Company-paid maternity and paternity leave.
Company-paid basic life insurance.
Company-paid short-term and long-term disability insurance.