Manager Customer Service One Medical Mission Control

As we continue to expand and transform the primary care experience were looking for dynamic and passionate leaders to manage the people processes and technology that make One Medical unique. As a Centralized Services Operations Manager youll be responsible for meeting One Medical patient promises of exceptional quality of care access and truly patientcentered experiences at an affordable cost. Youll execute our mission of delivering highquality care and service using The One Medical Performance System (TOPS). Specifically youll manage the centralized services team members and lead our operations to ensure One Medical is a great experience for both patients and team members.

You are a strong people leader and innovative problemsolver who is driven to create efficient workflows and cultivate cohesive teams. You are selfaware a continual learner and focus on the big picture. You have mastered the art of customerservice administrative work and motivating a team or peers especially through times of change. You are currently looking for your next opportunity that has an emphasis on delivering results driving engagement and all things people management at an organization that is transforming healthcare. If this sounds like you we would love to connect.


Key job responsibilities
Support the management of the day to day operations of our inbound and outbound and administrative (back office) centralized patient support center
Model the ideal team member experience through excellent onboarding training performance feedback skills coaching learning opportunities and engaged career development
Prepares performance reports by collecting and analyzing centralized support specialists data for coaching and feedback. (a team of 15 support services specialists)
Audit interactions for quality compliance and present solutions to enhance patient interactions with our central teams
Lead team meetings deliver information and drive KPIs to ensure patient satisfaction and access to care at all times (CSAT/NPS)
Assist with the development of weekly monthly and quarterly goals and action plans
Partners with Leadership to help determine operational center strategies by evaluating team results and objectives.
Maintains and improves our operations by monitoring system performance and identifying and resolving problems that arise.
Ensure patients have an amazing experience though timely access to the care they need (pre and postvisit administrative tasks messages and calls) and provide solutions to issues with minimal waste and friction
Build an engaged team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) Active Daily Management and Lean principles to meet patient and team experience goals


5 years relevant experience managing highperforming teams with at least 2 years managing customer or patient facing support teams in a highvolume and high productivity based support center.


Experience navigating complex national markets and matrix healthcare organizations
Advanced understanding of regional based healthcare and strong written and verbal communication skills
Ability to remain calm and in control in all situations to help resolve patient issue with little to no friction
Advanced customer/patient focus and service skills
Proven ability to foster strong collaborative teamdynamics that ensure a supportive and engaged team culture
Experience developing talent through mentorship and coaching consistent feedback goal setting and accountability
Proven track record of leading successful change management and process improvement efforts
Experience in healthcare particularly in collaboration with clinicians is highly desirable
Excellent understanding of technology software and tools along with experience with RingCentral / NiceInContact a plus
Familiarity with G Suite and Electronic Health Record systems are a plus
Ability to work flexible hours in addition to schedules to support 24/7 based clinical operations


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