Program Coordinator

Job description

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our 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 have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

Reporting to the Senior Manager, High Risk Patient Teams, this person will support our most highest acuity patients from our One Medical Senior Health clinics, enroll into our One Medical at Home Program.  Program Coordinators assist with new enrollments, outreach, enrollment administrative assistance,  support OM@Home with incoming calls from patients, follow up calls to patients, and coordination of scheduling intakes with our Nurse Practitioners and Social Work teams.

You are compassionate, kind, and open minded. You have a strong grasp of verbal and written communication. You have a passion for removing barriers to care, resulting in a truly exceptional patient experience. 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 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.

What you’ll likely work on:

• Process referrals and coordinate enrollment into the appropriate high risk program based on set program criteria. Identify appropriate patients for One Medical at Home using established tools and standard work. Expedite enrollment for appropriate patients while admitted to acute or post-acute facilities.
• Follow scripting, incorporating assumptive/passive language, and selling  the patient all of  the benefits of the program to enroll them into One Medical at Home.
• Lead the enrollment process for patients being offered the home visit program. This will include making calls to patients to offer enrollment, scheduling intake visits, and all administrative work associated with completing the intake process.
• Responsible for program growth and intake completion within established timeframes. Engage in process building and development for a new team approach by listening, sharing input and ideas, and enacting decisions and plans.
• Facilitate graduation and disenrollment from One Medical at Home
• Provide administrative support in planning, scheduling, and confirming home visits, including coordinating with other High Risk Care team members, patients, and their families.
• Help field incoming phone calls/messages from high risk patients and their families and appropriately address those needs or provide hand off to other key High Risk Care team members in an appropriately urgent manner. Initiating outbound administrative requests, by phone and in writing, such as, outbound faxes, medical record requests, scheduling transportation, mailing patient letters and educational information.

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 2 years of experience in a high volume call center or sales position
• Experience in a healthcare setting, preferred
• Strong organizational skills, attention to detail, and ability to manage multiple priorities, including ability to handle multiple mediums of communication simultaneously including, phone, email and chat while working in a fast-paced environment
• An ability to comfortably deal with the uncertainty of change while remaining calm and productive. Effectively handling risk while constructively dealing with problems that do not have clear solutions
• Strong written and verbal communication skills
• Proficiency in computer technology such as typing, navigating the internet, and using multiple software systems simultaneously including Mac iOS, Google suite, etc.

This is a full-time hourly position (40 hours/week) working remotely with patients and teams. Must be willing to work Mountain Time or Pacific Time working hours.

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical is committed to fair and equitable compensation practices.

Competitive salary: the base pay for this position is $23.00 per hour based on a full time schedule.  [with a 1.25 differential for eligible extended hours]

One Medical offers a robust benefits package designed to aid your health and wellness.  All regular team members working 24+ hours per week and their dependents are eligible for benefits starting on the team member’s date of hire:

Taking care of you today

• Paid sabbatical for every five years of service
• Free One Medical memberships for yourself, your friends and family
• Employee Assistance Program - Free confidential services for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Pre-Tax commuter benefits
• PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

• 401K match
• Credit towards emergency childcare
• Company paid maternity and paternity leave
• Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
• Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

In addition to the comprehensive benefits package outlined above, practicing clinicians also receive

• Malpractice Insurance - Malpractice fees to insure your practice at One Medical is covered 100%.
• UpToDate Subscription - An evidence-based clinical research tool
• Continuing Medical Education (CME) - Receive an annual stipend for continuing medical education
• Rounds - Providers end patient care one hour early each week to participate in this shared learning experience
• Discounted rate to attend One Medical’s Annual REAL primary care conference

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.  Please refer to the E-Verification Poster and Right to Work Poster for additional information.