Lab Services Specialist/ Member Support Specialist Trainee

Location: Hanover, NH Department: Patient Operations

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

Launch your healthcare career as a Lab Services Specialist/ Member Support Specialist Trainee at One Medical! No phlebotomy/medical assistant experience required.

We're seeking motivated individuals ready to make a difference in patient care. In this exciting role, we provide full training in phlebotomy (blood drawing) and other clinical procedures. This is your opportunity to start a rewarding career in healthcare while developing new skills and making a direct impact on patient lives.

As a Lab Services Specialist/ Member Support Specialist Trainee at one of our offices [If Senior Health] presently focused on our Senior Health member population (age 65+), you’ll provide exceptional care and support for our patients, while training to provide venipuncture and other clinical support services. With a strong drive for service and human connection, you will remove barriers to care. You will also be the first point of contact for our patients, the steward of our office space, and provide any other support as requested by the Practice Coordinator, Operations Manager, or providers.

You are a strong team player and use your innovative problem solving skills to tackle various tasks and challenges, while using empathy, focus, and compassion in all interactions with patients and team members. You apply tactful interpersonal skills during every interaction with your patients, at both the front desk and in the lab. You thrive in cultures that focus on feedback and growth, and are nimble in your approach to respond to the needs of the patients and team. If this sounds like you, we would love to connect.

What you’ll likely work on from day one

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

Successful completion of One Medical clinical training and state required education and/or certifications within first six months of employment (One Medical sponsored)

Willingness to obtain Basic Life Support (BLS) certification within 60 days of hire based on guidelines within a specific metropolitan service area (One Medical sponsored)

What you’ll likely work on in the future

Upon successful completion of One Medical clinical training and state required education and/or certifications your responsibilities and compensation will scale to that of our Lab Services Specialist/ Member Support Specialist role.

Provide best in class venipuncture services on a population ranging from pediatrics to geriatrics

Perform and assist with extended scope duties such as, but not limited to non-blood specimen collection, EKGs/ECGs, vitals, (stop here for NYC) ear lavages, vaccines, PPD tests, and swabs

Maintain high standards of in-office care through proper specimen labeling, handling and processing, inventory upkeep, and tool sterilization

Continue to care for our members beyond the lab room by answering patient messages, following up on lab cases and assisting our providers and virtual medical team with clerical duties such as, but not limited to medical record and consult review, billing inquiries, and DOH reporting

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 customer service skills, including ability to establish and maintain effective customer relationships and deliver customer-centric solutions

Strong written and verbal communication skills

A High School Diploma or equivalent

Proficiency in computer technology such as typing, navigating the internet and using multiple software system