Centralized Support Specialist I One Medical Mission Control
Centralized Support Specialist I One Medical Mission Control
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Job Description
As we continue to expand and transform the primary care experience were 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 youll be responsible for meeting One Medical patient promises of outstanding quality of care access and truly patientcentered experiences at an affordable cost. Youll execute our mission of delivering highquality care and service. Specifically youll take patient phone calls and handle patient conversations to deliver world class care.
You are a strong and innovative problemsolver who is driven to help people. You have mastered the art of customerservice 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 CICARE (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 insystem interaction) experience
Leverage problemsolving 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 Gsuite 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 inoffice providers with urgent & stat patient needs
Deescalate patient issues and situations involving dissatisfaction both inbound and outbound calling to insure patient satisfaction
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 hightouch patientfacing healthcare service roles (e.g. Patient Access Reps Claims Processors Pharmacy Benefits Techs etc.
Proficient skill in Medical Terminology is preferred
Strong written and verbal communication skills
Demonstrated Problem Solving and Multitasking skills
Deescalation skills
Experience with RingCentral / NiceInContact 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
You are a strong and innovative problemsolver who is driven to help people. You have mastered the art of customerservice 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 CICARE (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 insystem interaction) experience
Leverage problemsolving 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 Gsuite 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 inoffice providers with urgent & stat patient needs
Deescalate patient issues and situations involving dissatisfaction both inbound and outbound calling to insure patient satisfaction
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 hightouch patientfacing healthcare service roles (e.g. Patient Access Reps Claims Processors Pharmacy Benefits Techs etc.
Proficient skill in Medical Terminology is preferred
Strong written and verbal communication skills
Demonstrated Problem Solving and Multitasking skills
Deescalation skills
Experience with RingCentral / NiceInContact 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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