Program Coordinator

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]