DescriptionAs we continue to expand and transform the primary care experience, we’re looking for energetic and passionate people to help manage our patient inquiries, using CI CARE framework that makes One Medical unique. As an Operations Support Specialist, you’ll be responsible for meeting One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service. Specifically, you’ll take patient phone calls and handle patient conversations to deliver world class care.You are a strong and innovative problem-solver, who is driven to help people. You have mastered the art of customer-service, administrative work and are motivated to cultivate change in healthcare. You are currently looking for your next opportunity at an organization that is transforming healthcare we would love to connect.Key job responsibilities
Make and take patient phone calls and answer message inquiries (conversations) from our patients and those involved in their care as they navigate a complex healthcare system including but not limited to needs tied to insurance, billing inquiries, and appointment management
Navigating all things healthcare, including but not limited to medical records, authorizations, referrals, and coordinating care among our members’ care partners like pharmacies, testing laboratories, specialists, and insurance
Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient care
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 positive (phone, messaging or in-system interaction) experience
Leverage problem-solving skills and our The One Medical Performance System (TOPS) and standard work to guide work, as well as support continual process improvement efforts
Master our technology suite including but not limited to RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work
Contribute to team development through rounding, attending team huddles, participating in team problem solving, supporting all in-office providers with urgent & stat patient needs
De-escalate patient issues and situations involving dissatisfaction both inbound and outbound calling to insure patient satisfaction
Basic Qualifications
Minimum 1 year of high volume contact center experience and minimum of 1 additional year of direct customer service experience (banking, hospitality, food service, etc.)
OR
2 years of high-touch, patient-facing healthcare service roles (e.g., Patient Access Reps, Claims Processors, Pharmacy Benefits Techs, etc.)
Preferred Qualifications
Proficient skill in Medical Terminology is preferred
Strong written and verbal communication skills
Demonstrated Problem Solving and Multitasking skills
Deescalation skills
Experience with RingCentral / Nice-InContact a plus
Familiarity with G Suite and Electronic Health - Record systems are a plus
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
