Lab Services Specialist/ Member Support Specialist

The Opportunity

As a One Medical Health Pod Lab Services Specialist/ Member Support Specialist, you will play a vital, autonomous role in delivering exceptional care to our patients in a uniquely designed One Medical Health Pod environment. In this setting, you'll serve as the sole on-site team member, supporting our patients throughout their entire visit experience from intake to clinical support ensuring a seamless, connected, and human-centered care journey. While the pod structure may vary in size, you are the primary face of One Medical during the visit and represent our values, service, and quality of care. You will provide best in class venipuncture and clinical services, including patient intake and vital collection, as well as assist patients with both medical devices and technical support while they are in the pod. Your role is both clinical and administrative, requiring you to think on your feet, problem solve independently, and create meaningful connections with each patient you serve.

You are a confident, self-motivated professional who thrives in an independent work environment. You combine excellent specimen collection technique with empathetic, tech-savvy, and proactive service to guide patients through their care experience both as a clinician and as a representative of One Medical. You maintain the pod's look, feel, and functionality to reflect our standards of excellence. You have a strong grasp of verbal and written communication. You are able to identify opportunities and deliver on customer-centric solutions while using empathy, focus, and compassion in all interactions with patients and teammates. You bring self-awareness to your daily work to utilize your strengths and develop your areas of opportunity. You thrive in cultures that focus on feedback and growth and are nimble in their approach to respond to the needs of the patients and team. You have an unwavering drive to help and serve others and create amazing moments for our members and teammates. If this sounds like you, we'd love to connect.

What you'll likely work on:

• 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) communication in all patient interactions, both clinical and administrative, to create a seamless and positive in-pod experience.
• Manage patient check-in, intake, vitals collection, and technical support, ensuring patients can use devices and access care smoothly while in the pod.
• Provide venipuncture services and assist with extended scope duties including non-blood specimen collection, ear lavages, point of care testing, PPD tests, and swabs.
• Support patients with in-pod technology and medical devices, providing troubleshooting assistance and usage guidance as needed.
• Monitor and respond to patient feedback and assist with outreach as necessary.
• Maintain high standards of pod care, including specimen labeling, processing, inventory management, device upkeep, and sanitation.
• Facilitate seamless virtual visits by setting up and supporting remote calls with providers, ensuring clear communication and a smooth patient experience.
• Follow up on lab cases, answer patient messages, and assist providers and the virtual medical team with tasks such as biometric forms, medical record requests, billing inquiries, and reporting.
• Perform all front of house and clerical tasks including check-in/check-out, insurance verification, scheduling, test prep, and tasking.
• Own the physical pod space, including opening and closing procedures, daily organization, supply management, and maintaining a welcoming and brand-aligned environment.
• Master our technology suite including, but not limited to, Slack, G-Suite, Zoom, Circulation, RingCentral, and our Electronic Medical Record system to complete tasks efficiently and collaborate virtually with remote teams.
• Act as the sole in person representative of One Medical during pod operation, delivering consistent, compassionate, and expert support to all patients.

These responsibilities are intended to describe the general nature and level of work being performed by personnel assigned to this job classification. They are not to be construed as an exhaustive list of job duties performed by personnel in this classification. Other job-related duties may be assigned by management.

What you'll need:

• At least 6 months of relevant experience as a Medical Assistant or Phlebotomist outside of a training/externship environment
• Strong customer service skills, with an ability to establish and maintain patient trust and deliver customer-centric, empathetic care
• Strong written and verbal communication skills
• A High School Diploma or equivalent
• Proficiency incomputer technology, including typing, internet navigation, and using multiple systems simultaneously
• Demonstrated ability to work independently and manage a full scope of responsibilities without on-site support
• Experience working on collaborative, diverse teams (experience withvirtual teams a plus)
• A proven track record of resilience, adaptability, and self-direction in dynamic healthcare environments
• Confidence and clarity during the clinical process, with ahuman-centered approach to care

One Medical is committed to fair and equitable compensation practices

The range for this role is $24.00 to $28.00 per hour based on a standard full-time schedule. Total compensation packages may be based on factors unique to particular candidates, such as skill sets, depth of experience, and work location. The total compensation package for this position may also include benefits. For more information, visit https://www.onemedical.com/careers/

This is a full time role (40 hrs/week) with 8 hr shifts taking place between 7:00am-6:00pm Monday through Friday, based in our offices Seattle in Seattle, WA. You will lend support to multiple One Medical locations in a market and location and schedule are subject to change.