Float Front Desk

One Medical; Bethesda (MD); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

Paid sabbatical

Free One Medical memberships

Employee Assistance Program

Medical, Dental and Vision plans

Pre-Tax commuter benefits

PTO cash outs

Job summary

One Medical is seeking a Float Front Desk Associate (Member Support Specialist) to serve as the in-office ambassador, delivering a superior patient experience. You will manage patient intake, scheduling, and feedback, ensuring the lobby reflects the One Medical standards.

You will use strong communication, teamwork, and empathy to support providers, coordinate with the Practice Coordinator, and help with a variety of front-office tasks while maintaining a welcoming environment.

Qualifications

• 1 year of experience in high touch customer or patient facing roles
• Strong written and verbal communication skills
• Experience working on collaborative, diverse and feedback-driven multi-disciplinary teams
• Ability to adapt and take action under pressure and respond to challenges
• Proficiency with multiple software systems and technology

Responsibilities

• Use C-I-CARE framework in all patient interactions to ensure a positive in-office experience
• Handle front-of-house duties including check in/check out and insurance verification
• Support team development through huddles and problem solving with providers
• Master technology suite including Slack, G-suite, Zoom and the EMR system 1Life
• Perform opening/closing duties and maintain office look and organization

Skills

Customer service

Communication

Teamwork

Problem solving

Tech literacy

Tools

Slack

G-suite

Zoom

1Life EMR

Job description

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our 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 have been delighting people for the past fifteen years.

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our 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 have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

As a Float Front Desk Associate (internally known as a Member Support Specialist) you will be an ambassador for patients in office, 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 patient feedback, as well as provide any other support as requested by the Practice Coordinator, Operations Manager, or in office providers.

You are a strong team player and use your innovative problem solving skills to tackle various tasks and challenges. You have a strong grasp of verbal and written communication. You are able to identify opportunities and deliver on customer‑centric solutions while using empathy, focus, and compassion in all interactions with patients and teammates. You bring self‑awareness to your daily work to utilize your strengths and develop your areas of opportunity. You thrive in cultures that focus on feedback and growth and are nimble in their approach to respond to the needs of the patients and team. You have an unwavering drive to help and serve others and create amazing moments for our members and teammates. If this sounds like you, we would love to connect.

What You’ll Likely Work On

• 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 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
• 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.
• Master our technology suite including but not limited to Slack, G‑suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work
• 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

These responsibilities are intended to describe the general nature and level of work being performed by personnel assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by personnel in this classification. Other job related duties may be assigned by management.

What You’ll Need

• 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 and feedback‑driven multi‑disciplinary teams
• A proven track record of persisting through change, demonstrating a forward thinking perspective when under pressure, and consistently stepping up to take action on challenges
• Proficiency in computer technology such as typing, navigating the internet and using multiple software systems simultaneously

Competitive salary: the base pay for this position is $21.50 per hour based on a full time schedule.

Physical Demands: Mostly sedentary work duties require exerting up to ten pounds of force occasionally and/or small amounts of force frequently. Sedentary work typically involves sitting most of the time, but may involve walking or standing for brief periods.

Benefits

One Medical offers a robust benefits package designed to aid your health and wellness. All regular team members working 24+ hours per week and their dependents are eligible for benefits starting on the team member's date of hire:

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

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

In addition to the comprehensive benefits package outlined above, practicing clinicians also receive

• Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.
• UpToDate Subscription - An evidence‑based clinical research tool