What are the responsibilities and job description for the Patient Experience Coordinator position at One Medical?
The Opportunity
We're seeking a skilled and motivated Practice Coordinator to join our team. As a Practice Coordinator, you'll be responsible for ensuring the smooth operation of our practice, providing excellent customer service, and supporting our practice members in delivering high-quality patient care.
- 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 through 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 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 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.
