Certified Medical Assistant (Float)

About the Role

As a Certified Medical Assistant (internally known as Lab Services Specialist/Member Support Specialist) at One Medical, you will provide an exceptional patient experience and support their care journey through venipuncture and other clinical services. You will serve as a patient ambassador, prioritizing human connection and a strong drive for service to remove barriers to care and ensure a positive in-office experience. You will also maintain the appearance and atmosphere of the office lobby to align with the One Medical brand. You will be the initial point of contact for patients and provide additional support as directed by the Practice Coordinator, Operations Manager, or providers. As a strong team player, you will utilize innovative problem-solving skills to address various tasks and challenges. You will combine excellent specimen collection techniques with tactful interpersonal skills in all patient interactions, both at the front desk and in the lab, demonstrating strong verbal and written communication. Your ability to identify opportunities and deliver customer-centric solutions with empathy, focus, and compassion will be key. You will bring self-awareness to your daily work, leveraging strengths and developing areas for growth, thriving in cultures that value feedback, growth, and adaptability to patient and team needs. You possess an unwavering drive to help and serve others, creating positive experiences for members and teammates.

Key Responsibilities

• Utilize 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, strong knowledge of billing and insurance, monitoring patient feedback, and assisting with outreach.
• Provide venipuncture services for patients ranging from pediatrics to geriatrics.
• 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, and processing, inventory upkeep, and tool sterilization.
• Provide support beyond the lab room by answering patient messages, following up on lab cases, and 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, paperwork tasks, test preparation, and 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 appearance of patient and employee spaces, restocking supplies, and organization.
• Master the technology suite, including Slack, G-suite, Zoom, Circulation, RingCentral, and the Electronic Medical Record System, for team interaction and daily work completion.

Requirements & Tech Stack

• An active Medical Assistant certification from recognized bodies such as NHA, AAMA, NCCT, AMCA, NAHP, NCMA, or registration from AMT.
• Graduation from a postsecondary Medical Assistant program accredited by CAAHEP, ABHES, or another US Department of Education-recognized accrediting organization.
• At least 6 months of relevant experience as a Medical Assistant or Phlebotomist outside of a training/externship.
• Strong customer service skills, with the 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, including typing, internet navigation, and using multiple software systems simultaneously.
• Experience working on collaborative, diverse, multi-disciplinary teams (additional experience with remote teams is 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, taking action on challenges, and learning quickly when faced with new situations or tasks.
• Proficiency in technologies including Slack, G-suite, Zoom, Circulation, RingCentral, and Electronic Medical Record System.

Qualifications

• Active Medical Assistant certification.
• Postsecondary Medical Assistant program graduation.
• Minimum of 6 months of relevant experience.
• Strong customer service and communication skills.
• High School Diploma or equivalent.
• Computer proficiency.
• Experience in collaborative teams.
• Ability to provide confident and trustworthy patient care.
• Adaptability and quick learning ability.

This is a full-time float role (40 hours/week) with 8-hour shifts generally occurring Monday-Friday between 7:30 am and 6:00 pm, based in Englewood and Edgewater, NJ offices. The hourly pay range for this role is $25.75 to $27.75.