As we continue to expand and transform the primary care experience, we’re looking for dynamic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Services Operations Manager, you’ll be responsible for meeting One Medical patient promises of exceptional quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll 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 problem-solver, who is driven to create efficient workflows and cultivate cohesive teams. You are self-aware, a continual learner, and focus on the big picture. You have mastered the art of customer-service, 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 on-boarding, 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 KPI’s 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 post-visit 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