Shift Lead at One Medical in Boston, MA

Summary: One Medical is a primary care solution on a mission to transform healthcare by making quality care more affordable and accessible. They are seeking a Shift Lead (Practice Coordinator) to oversee daily operations, support team members, and ensure high-quality patient experiences. The role involves operational management, team leadership, and maintaining patient-centered care. Responsibilities: - 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 though 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 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 (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 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 Required Qualifications: - At least 1 year of experience in a supervisory or lead role in high touch customer service or patient facing healthcare - Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture - Experience working on collaborative, diverse and feedback-driven multi-disciplinary teams - Strong written and verbal communication skills - Successful completion of One Medical clinical training and state required education and/or certifications within first six months of employment (One Medical sponsored) Preferred Qualifications: - Relevant experience as a Medical Assistant or Phlebotomist preferred; those without experience are encouraged to apply (training is provided) - Proven track record of leading successful change management and process improvement efforts preferred - Experience in healthcare, with a solid understanding of billing and insurance, is preferred Required Skills: Patient communication, Scheduling, Inventory management, Revenue cycle management, Net Promoter Score (NPS) management, Clinical training, Venipuncture, Non-blood specimen collection, EKG/ECG, Vitals measurement, Vaccines administration, PPD tests, Swabs, Billing and insurance, Coaching Benefits: 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, 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, 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