Quality Assurance Specialist
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:
As we continue to expand and transform the primary care experience, we’re looking for energetic and passionate people to support the people, processes, and technology that make One Medical unique. As a Quality Assurance Specialist reporting to the Quality Assurance Manager, you’ll be responsible for helping us meet our One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost by helping to audit and ensure quality interactions with our members. You will use the The One Medical Performance System (TOPS) and CI-CARE framework(a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) to develop feedback that will ensure One Medical is a great experience for both patients and team members.
You have mastered the art of customer service and focus on quality interactions while being self-aware and a continual learner. You are comfortable providing direct and actionable feedback. You gain the trust of others and follow through on commitments. You operate with integrity and build partnerships to effectively collaborate with others to meet shared objectives. You are currently looking for your next opportunity that has an emphasis on all things quality management at an organization that is transforming healthcare. If this sounds like you, we would love to connect.
What You'll Likely Work On:
- Evaluate, document and analyze patient calls and interactions for operational compliance
- Score, audit and provide feedback to other support teams to help model the ideal patient/member experience, leveraging CI-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other)
- Engage patient care support teams to solve quality problems, escalating systemic issues in huddles and facilitating other meetings as necessary
- Help to identify and provide solution performance trends for support specialists
- Assist in development and implementation of quality scoring and calibration
What you’ll need:
- At least 1 year of experience as a quality assurance auditor
- Strong written and verbal communication skills with the ability to express yourself clearly, using language with precision
- Participation in process improvement efforts, policy and compliance changes
- Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
- Experience with RingCentral / Nice-InContact QM a plus
- Familiarity with G Suite and Electronic Health Record systems are a plus
Benefits designed to aid your health and wellness:
Taking care of you today
- Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
- Competitive Medical, Dental, and Vision plans
- Free One Medical memberships for yourself, your friends and family
- 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
- Extra contributions toward 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
This is a full-time hourly position working remotely with shifts taking place Monday through Friday between the hours of 8:00am and 5:00pm in your time zone.
The base hourly pay range for this role is $19.50 to $31.00 per hour based on a standard full-time schedule. Total compensation packages may be based on factors unique to particular candidates, such as skill sets, depth of experience, and work location. The total compensation package for this position may also include benefits. For more information, visit https://www.onemedical.com/careers/
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 (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.