Phlebotomist/Front Desk

About the Role

One Medical is a primary care solution making quality care more affordable, accessible, and enjoyable. As a Phlebotomist/Front Desk (internally known as a Patient Care Specialist), you will provide an exceptional experience for patients by offering venipuncture and other clinical support services. You will act as an ambassador for patients, mastering human connection and a strong drive for service, removing barriers to care and ensuring a truly exceptional in-office patient experience. You will be the steward of the office space, maintaining its look and feel to align with the One Medical experience. As the first point of contact, you will also provide support as requested by leadership. You are a strong team player with innovative problem-solving skills, combining excellent specimen collection technique with tactful interpersonal skills in all patient interactions. You possess strong verbal and written communication, and can identify opportunities to deliver customer-centric solutions with empathy, focus, and compassion. Self-awareness is key to utilizing your strengths and developing areas of opportunity. You thrive in feedback-focused, growth-oriented cultures that are nimble in responding to patient and team needs, with an unwavering drive to help and serve others.

Key Responsibilities

• Use impeccable C-I-CARE in all patient interactions (clinical and administrative) to ensure a fluid and positive in-office experience, including patient intake, same-day schedule management, appropriate follow-up scheduling, billing and insurance knowledge, patient feedback monitoring, and outreach assistance.
• Provide best-in-class venipuncture services for a population ranging from pediatrics to geriatrics.
• Perform and assist with extended scope duties such as:
• Non-blood specimen collection
• EKGs/ECGs
• Vitals
• Ear lavages
• Vaccines
• PPD tests
• Swabs
• Maintain high standards of in-office care through proper:
• Specimen labeling, handling, and processing
• Inventory upkeep
• Tool sterilization
• Continue patient care beyond the lab room by:
• Answering patient messages
• Following up on lab cases
• Assisting providers and the virtual medical team with clerical duties such as biometric screening forms, medical record and consult review, billing inquiries, and DOH reporting.
• Perform all front-of-house duties, including:
• Check-in/check-out
• Insurance verification
• Printing/paperwork tasks
• Prepping tests
• Tasking to service level expectations
• Contribute to team development through rounding, attending team huddles, participating in team problem-solving, and supporting in-office providers with ad hoc requests.
• Perform opening and closing duties/daily office upkeep, including maintaining the look and feel of patient and employee-facing spaces, restocking supplies, and organization.
• Master the technology suite, including but not limited to Slack, G-suite, Zoom, Circulation, RingCentral, and the Electronic Medical Record System.

Requirements & Tech Stack

• Slack
• G-suite
• Zoom
• Circulation
• RingCentral
• Electronic Medical Record System

Qualifications

• At least 6 months of relevant experience as a Medical Assistant or Phlebotomist outside of a training/externship environment.
• 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 in English.
• A High School Diploma or equivalent.
• Proficiency in computer technology such as typing, navigating the internet, and using multiple software systems simultaneously.
• Experience working on collaborative, diverse, multi-disciplinary teams.
• A proven ability to display confidence and instill trust during the collection process while delivering individualized, human-centered, customer-focused care.
• A proven track record of persisting through change, consistently stepping up to take action on challenges, and learning quickly and effectively when faced with new situations or tasks.