Phlebotomist / Administrative Assistant (Seaport)

About the Role

As a One Medical Phlebotomist/Administrative Assistant, internally known as Lab Services Specialist/Member Support Specialist, you will provide an exceptional experience for patients by offering venipuncture and other clinical support services. You will serve as a patient ambassador, fostering human connection and providing excellent service to remove barriers to care. You will maintain the office lobby's appearance to align with the One Medical brand and act as the first point of contact for patients, providing 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. You possess strong verbal and written communication skills, with the ability to identify opportunities and deliver customer-centric solutions with empathy, focus, and compassion. You bring self-awareness to your work, leveraging strengths and developing areas for growth, thriving in cultures that emphasize feedback and growth. You have 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, ensuring a positive in-office experience through patient intake, same-day schedule management, appropriate follow-up scheduling, billing and insurance knowledge, monitoring patient feedback, and assisting with outreach.
• Provide venipuncture services for a population 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.
• 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 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 meeting 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, including daily office upkeep, maintaining the appearance of patient and employee 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.
• 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).
• 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.