Member Support Specialist (Float)

onemedical; California (MO); On-site; USD 50,000 - 55,000; Full time

Job summary

One Medical in Mill Valley, CA seeks a Member Support Specialist (Administrative Assistant) to welcome patients, manage check-in, insurance verification, and scheduling, ensuring an exceptional in-office experience.

You'll master Slack, G-Suite, Zoom, and 1Life EMR to support providers and staff; expect collaborative teamwork and a passion for patient service.

Qualifications

• 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.
• Proven ability to adapt to change and stay composed under pressure.
• Proficiency with multiple software systems and basic computer skills.

Responsibilities

• Use C-I-CARE framework in all patient interactions to ensure a fluid, positive in-office experience.
• Handle front of house duties: check in/out, insurance verification, printing, paperwork, and tests prep.
• Support team through rounds, huddles, and ad hoc requests for in‑office providers.
• Master technology suite (Slack, G-Suite, Zoom, EMR) to interact with staff and patients.
• Perform opening/closing duties and maintain office spaces and supplies.

Skills

Customer-facing experience

Communication

Team collaboration

Tech proficiency

Tools

Slack

G-Suite

Zoom

EMR: 1Life

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.

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 Member Support Specialist (Administrative Assistant) 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 $24.00 per hour based on a full time schedule, with a 1.25 differential for eligible extended hours.

This is a full-time role based in-person with our team and patients at offices in Strawberry Village, Mill Valley, CA. There is an expectation to float to our San Rafael office on an as needed basis. This is a full time position with 8 hour shifts (40 hours a week) landing between Monday and Saturday 7:30 AM - 6:00 PM.

Physical Demands

Mostly sedentary work duties require exerting up to ten pounds of force occasion