What are the responsibilities and job description for the Healthcare Operations Manager position at One Medical?
About One Medical
One Medical is a leading primary care provider, challenging the industry status quo by making quality care more affordable, accessible and enjoyable. We are on a mission to transform healthcare, improving the experience for everyone involved - from patients and providers to employers and health networks.
We offer seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns. Our team is dedicated to delivering exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes.
The Opportunity
As we continue to expand and transform the primary care experience, we're looking for a Practice Coordinator to join us on our journey to make it drastically easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy As a Practice Coordinator at One Medical, you will be the onsite lead and support your practice team members in delivering the highest quality and best experience to our patients. You will be responsible for championing best practices with our patients and team members to ensure the practice runs smoothly with a focus on operational excellence, active daily management, scheduling, inventory management, and facilities management. The Practice Coordinator is the subject matter expert on workflows and processes and serves as the practice team's main point of contact for daily clinical operational oversight. You will motivate, support, and under direction of your Operations Manager, provide direction, and coach your teammates to ensure consistent high performance of the practice and support your team through change and growth.
Responsibilities
One Medical is a leading primary care provider, challenging the industry status quo by making quality care more affordable, accessible and enjoyable. We are on a mission to transform healthcare, improving the experience for everyone involved - from patients and providers to employers and health networks.
We offer seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns. Our team is dedicated to delivering exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes.
The Opportunity
As we continue to expand and transform the primary care experience, we're looking for a Practice Coordinator to join us on our journey to make it drastically easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy As a Practice Coordinator at One Medical, you will be the onsite lead and support your practice team members in delivering the highest quality and best experience to our patients. You will be responsible for championing best practices with our patients and team members to ensure the practice runs smoothly with a focus on operational excellence, active daily management, scheduling, inventory management, and facilities management. The Practice Coordinator is the subject matter expert on workflows and processes and serves as the practice team's main point of contact for daily clinical operational oversight. You will motivate, support, and under direction of your Operations Manager, provide direction, and coach your teammates to ensure consistent high performance of the practice and support your team through change and growth.
Responsibilities
- Ensure operational readiness of the practice through regular team check ins, review of staffing, monitoring of task queues, adherence to standard work, and conducting end of month practice operations such as publishing shift schedules for both administrative and clinical team members
- Provide team support and leadership through training, coaching, and mentoring of team members and team recognition
- Drive performance improvement though active daily management, including office huddle facilitation and monitoring performance metrics
- Perform inventory management including ordering and receiving supplies, expiration tracking, waste minimization, and completing counts
- Support the financial health of the practice through office budget review and managing copay and revenue cycle
- Monitor and own Net Promoter Score (NPS) responses and respond to service recovery cases, escalating to the Operations Manager as needed
- In partnership with with Clinical Leadership and the Operations Manager, support quality health outcomes, patient safety, regulatory compliance, and implement improvement initiatives to manage population health
- 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 fluid and positive in-office experience through patient intake, same day schedule management, appropriate follow up scheduling, and strong knowledge of billing and insurance
- All front of house duties including check in/check out, insurance verification, printing/paperwork tasks, prepping tests, tasking to service level expectation, perform opening and closing duties/daily office upkeep as required, including maintaining the look and feel of both patient and employee facing spaces, restocking supplies, and organization, and supporting facility, security, and IT requests as encountered
- Clinical duties may include providing best in class venipuncture services on a population ranging from pediatrics to geriatrics, and performing and assisting with extended scope duties such as, but not limited to non-blood specimen collection, EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs
