Lab Services Specialist/ Member Support Specialist

About the Role

One Medical is a primary care solution transforming healthcare by making quality care more affordable, accessible, and enjoyable. As a Lab Services Specialist/ Member Support Specialist, you will provide an exceptional patient experience by performing venipuncture and other clinical support services. You will be the first point of contact for patients, acting as an ambassador with a mastery of human connection and a strong drive for service. You will also be the steward of the office space, ensuring it aligns with the One Medical brand experience, and provide support as requested by management.

Key Responsibilities

• Use C-I-CARE in all patient interactions, ensuring a positive in-office experience through patient intake, schedule management, follow-up scheduling, billing and insurance knowledge, patient feedback monitoring, and outreach assistance.
• Provide venipuncture services for pediatric to geriatric populations.
• Perform and assist with extended scope duties including non-blood specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs.
• Maintain high standards of in-office care through proper specimen labeling, handling, processing, inventory upkeep, and tool sterilization.
• Answer patient messages, follow up on lab cases, and assist providers and the virtual medical team with clerical duties such as biometric screening forms, medical record review, billing inquiries, and DOH reporting.
• Handle all front-of-house duties including check-in/check-out, insurance verification, paperwork tasks, test preparation, and meeting service level expectations.
• Contribute to team development through rounding, team huddles, problem-solving, and supporting providers with ad hoc requests.
• Perform opening and closing duties and daily office upkeep, including maintaining the look and feel of patient and employee spaces, restocking supplies, and organization.
• Master technology suite including Slack, G-suite, Zoom, Circulation, RingCentral, and the Electronic Medical Record System.

Requirements & Tech Stack

• Master our technology suite including, but not limited to Slack, G-suite, Zoom, Circulation, RingCentral, and our Electronic Medical Record System.

Qualifications

• At least 6 months of relevant experience as a Medical Assistant or Phlebotomist outside of a training/externship environment OR successful completion of an Amazon Career Choice training program.
• 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 systems simultaneously.
• Experience working on collaborative, diverse, multi-disciplinary teams (additional experience with remote teams a plus).
• Proven ability to display confidence and instill trust during the collection process while delivering individualized, human-centered, customer-focused care.
• 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.
• Successful completion of an Amazon Career Choice Training program is preferred.

Competitive salary: starts at $24.25 per hour.

This is a full-time role (40 hrs/week) with 8-hour shifts generally taking place between 7 am-7 pm, based in office in Washington, DC. Travel to all 6 offices in DC will be required.