Float Member Support Specialist

About the role

In this capacity, you will serve as the primary representative for patients visiting our clinical locations, acting as the first human they encounter upon entry. You will manage the office environment to ensure it consistently reflects our brand standards while actively assisting patients to improve their overall experience and navigate their healthcare journey. This role requires a proactive mindset to identify and resolve issues before they escalate, ensuring smooth daily operations. You will act as a vital communication link between patients and clinical staff, translating patient needs into actionable support. The position demands a high level of ownership over the reception area and its functionality at all times. Success in this role is defined by your ability to create a calm, efficient, and welcoming atmosphere for every individual who walks through the door. You will be responsible for upholding the integrity of the patient experience from the moment of arrival to departure.

Key facts

What you'll do

• Greet patients upon arrival, verify appointments, and direct them to the appropriate clinical or administrative area with precision.
• Monitor the lobby and reception zones continuously to ensure they meet company aesthetic, cleanliness, and operational standards.
• Manage the scheduling and coordination of meeting rooms or ancillary spaces within the office for clinical or administrative use.
• Serve as the central hub for incoming phone calls, digital messages, and walk-in inquiries, routing them accurately to the correct department or provider.
• Document patient interactions, concerns, and feedback meticulously to identify recurring themes and opportunities for service enhancement.
• Provide immediate support to the Operations Manager, Practice Coordinator, and clinical providers by handling correspondence, data entry, and task follow-up.
• Implement strategies to streamline patient flow, reducing wait times and minimizing disruptions in the clinical environment.
• Proactively identify bottlenecks and systemic obstacles that hinder patients from receiving timely and effective care.
• Utilize office software and hardware systems to maintain accurate records, schedule appointments, and manage administrative workflows efficiently.
• Collaborate with cross-functional teams to resolve complex patient needs, ensuring continuity of care and satisfaction with the service experience.

Requirements

• Must be able to work in a fast-paced clinical environment where priorities shift rapidly and adaptability is essential.
• Must possess strong interpersonal skills to engage professionally and empathetically with diverse patient populations at all times.
• Must demonstrate a consistent commitment to maintaining a professional, welcoming, and secure office atmosphere that aligns with healthcare standards.
• Must have the legal right to work in the United States and comply with all local, state, and federal regulations regarding employment in New York.
• Must be able to perform the essential functions of the role with or without reasonable accommodation as defined by applicable law.
• Must pass a background check and adhere to all health and safety protocols required for employment in a clinical setting.
• Must have reliable transportation or access to reliable public transportation to ensure consistent punctuality for scheduled shifts.
• Must be able to communicate effectively in English, both verbally and in writing, to ensure clarity in all patient interactions.

Nice to have

• Previous experience in a patient-facing or administrative support role within a healthcare or clinical environment.
• Familiarity with electronic health record systems or practice management software commonly used in medical offices.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high standard of accuracy and professionalism.
• Experience in conflict resolution or customer service environments where de-escalation techniques are regularly applied.
• Knowledge of medical terminology or basic anatomy is beneficial for providing efficient and informed support to clinical teams.
• Comfort with learning new software applications and adapting to evolving office technologies and procedural changes.

Practical notes

This is a full-time position based in New York, NY, requiring adherence to a schedule that may include standard business hours, early mornings, evenings, and occasional weekends or holidays to ensure full office coverage. Travel is not required for this role as all duties are performed at the designated clinical location. The successful candidate must be able to obtain any necessary security clearances or health certifications mandated by the facility or One Medical policies. This position is contingent upon successful completion of all onboarding requirements, including but not limited to background screening and compliance training.