Shift Lead, Primary Care Operations & Patient Experience
Overview
Shift Lead leads a on-site practice team in Mamaroneck, NY to deliver high quality patient experiences and operational excellence at One Medical. The role oversees scheduling, inventory, front desk operations, and daily clinical oversight with a focus on patient-centered care. You will coach teammates, monitor performance, and implement improvements in collaboration with Clinical Leadership and the Operations Manager. This position sits at the intersection of care delivery and frontline operations within a growing, mission-driven healthcare organization. You will contribute to transforming the patient journey in a diverse multi-disciplinary team.
What You'll Do10
- 1Build daily operations plans, publish shift schedules, and manage task queues to keep clinical and administrative activities running smoothly
- 2Lead front desk, scheduling, and patient intake to ensure seamless same-day access and high patient satisfaction C-I-CARE and NPS focused interactions
- 3Drive performance improvement through daily huddles, coaching, and monitoring key metrics such as patient wait times and throughput blood draw service capability
- 4Own inventory management including ordering, expiration tracking, waste minimization, and counts to support uninterrupted clinic operations staffing and billing alignment
- 5Partner with Clinical Leadership and Operations Manager to support quality outcomes, safety, regulatory compliance, and population health initiatives documentation and billing alignment
- 6Monitor and respond to patient feedback and service recovery cases, escalating to leadership as needed training and support for continual improvement
- 7Perform opening and closing duties, verify insurance, and maintain office upkeep to ensure a welcoming patient environment facility and security requests handled
- 8Provide basic clinical support such as venipuncture and extended scope tasks (EKG, vitals) under supervision while maintaining patient safety and quality
- 9Ensure effective communication with patients and team, reinforcing the One Medical brand and patient-centered care across all touchpoints
- 10Maintain strong collaboration with operations and clinical teams to ensure a cohesive, high-energy practice culture team and engagement
Requirements9
- 1At least 1 year in a supervisory or lead role in high touch customer service or patient facing healthcare
- 2Proven ability to foster strong, collaborative team dynamics and a supportive culture
- 3Experience working on collaborative, diverse, feedback-driven multi-disciplinary teams
- 4Strong written and verbal communication skills
- 5Successful completion of One Medical clinical training and state required education and/or certifications within first six months (One Medical sponsored)
- 6Experience as Medical Assistant or Phlebotomist preferred; training provided for those without prior experience
- 7Proven track record of leading change management and process improvements in healthcare settings
- 8Solid understanding of billing and insurance in a healthcare context
- 9Ability to meet physical demands with mostly sedentary work and occasional lifting up to ten pounds
Salary Insight
$58 - $64k per year
Location
Required Skills
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