Member Support Specialist

One Medical•Hyannis, MA

2d•Onsite

About The Position

The Member Support Specialist serves as an in-office ambassador for One Medical’s Senior Health members, age 65 and older. The role focuses on removing barriers to care and creating an exceptional patient experience through empathetic service, effective communication, and customer-centered problem solving. The specialist is also responsible for maintaining the appearance and organization of the office lobby and other patient- and employee-facing spaces, and is a first point of contact for patient feedback. The role supports patient intake and scheduling, front-of-house operations, and in-office providers and teammates. It requires comfort with changing needs, a collaborative approach, and the ability to use multiple technology systems to complete daily work. The position is full-time and performed in person at One Medical offices in Hyannis, Massachusetts.

Requirements

At least 1 year of experience in high-touch customer- or patient-facing roles.
Strong written and verbal communication skills.
Experience working on collaborative, diverse, feedback-driven multidisciplinary teams.
A track record of persisting through change, maintaining a forward-thinking perspective under pressure, and taking action to address challenges.
Proficiency with computer technology, including typing, navigating the internet, and using multiple software systems simultaneously.

Responsibilities

Use the C-I-CARE communication framework in patient interactions and support a positive in-office experience.
Support patient intake, same-day schedule management, follow-up scheduling, billing and insurance processes, 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 assisting in-office providers with ad hoc requests.
Use the team's technology suite, including Slack, G-suite, Zoom, and the electronic medical record system, to communicate and complete daily work.
Perform opening and closing duties and daily office upkeep, including maintaining patient- and employee-facing spaces, restocking supplies, and organizing the office.
Provide other job-related support as 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 toward emergency childcare.
Company-paid maternity and paternity leave.
Company-paid basic life insurance.
Company-paid short-term and long-term disability insurance.