The Opportunity

As a Float Phlebotomist/Medical Assistant, internally known as a One Medical Flex Lab Services Specialist/Member Support Specialist, you’ll provide exceptional care and phlebotomy support for our patients, while training to provide other clinical support services, such as EKG’s, injections, etc. With a strong drive for service and human connection, you will remove barriers to care. You will also be the first point of contact for our patients, the steward of our office space, and provide any other support as requested by the Practice Coordinator, Operations Manager, or providers. Our Flex Lab Services Specialist/Member Support Specialist support multiple offices in a Market.

You are a strong team player and use your innovative problem solving skills to tackle various tasks and challenges, while using empathy, focus, and compassion in all interactions with patients and team members. You apply tactful interpersonal skills during every interaction with your patients, at both the front desk and in the lab. You thrive in cultures that focus on feedback and growth, and are nimble in your approach to respond to the needs of the patients and team. If this sounds like you, we would love to connect.

What you’ll likely work on from day one:

• Use impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) in all patient interactions and ensure a fluid and positive in-office experience through patient intake, same day schedule management, appropriate follow up scheduling, strong knowledge of billing and insurance, monitoring patient feedback and assisting with outreach as necessary
• Provide best in class venipuncture services on a population ranging from pediatrics to geriatrics
• Perform and assist with non-blood specimen collection
• Maintain high standards of in-office care through proper specimen labeling, handling and processing, inventory upkeep, and tool sterilization 
• Continue to care for our members beyond the lab room by answering patient messages, following up on lab cases and assisting our providers and virtual medical team with clerical duties such as, but not limited to biometric screening forms, medical record and consult review, billing inquiries, and DOH reporting
• All front of house duties including check in/check out, insurance verification, printing/paperwork tasks, prepping tests, tasking to service level expectations etc
• Contribute to team development through rounding, attending team huddles, participating in team problem solving, supporting in office providers with ad hoc asks, etc. 
• Master our technology suite including but not limited to Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work
• Perform opening and closing duties/daily office upkeep as required, including maintaining the look and feel of both patient and employee facing spaces, restocking supplies, and organization

What you’ll work on in the future:

Upon successful completion of One Medical clinical training and state required education and/or certifications your responsibilities and compensation will scale to the full scope of our Patient Care Specialist role. 

• Perform and assist with extended scope duties such as, but not limited to EKGs/ECGs, vitals, ear lavages, vaccines, PPD tests, and swabs

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 6 months of autonomous phlebotomy experience  
• Certified Phlebotomy License preferred
• Strong customer service skills, including ability to establish and maintain effective customer relationships and deliver customer-centric solutions
• Strong written and verbal communication skills 
• A High School Diploma or equivalent 
• Proficiency in computer technology such as typing, navigating the internet and using multiple software systems simultaneously
• Experience working on collaborative, diverse, multi-disciplinary teams (additional experience with remote teams a plus) 
• A proven ability to display confidence and instill trust with patients while delivering individualized, human-centered, customer-focused care 
• A proven track record of persisting through change, consistently stepping up to take action on challenges, and learning quickly and effectively when faced with new situations or tasks
• Successful completion of One Medical clinical training and state required education and/or certifications within first six months of employment (One Medical sponsored)
• Willingness to obtain Basic Life Support (BLS) certification within 60 days of hire based on guidelines within a specific metropolitan statistical area (One Medical sponsored)

Competitive salary on day one: starts at $23.00/hr per hour based on a full time schedule. 

This is a full time role (40 hrs/week) with 8 hr shifts generally taking place between 7:30am-8:00pm Monday-Saturday based in office in Gilbert, AZ. Flex Lab Services Specialist/Member Support Specialist lend support to multiple One Medical locations in a market and location and schedule are subject to change.

***Schedule: Full-time, 40 hours per week. Work schedule Monday–Friday 10:30am–7:00pm PST***

Welcome to Pine Park Health!

About Us

Pine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy. We're on a mission to dramatically improve healthcare for seniors by building a new model of care that's designed around everyone involved — patients, families, community staff members, providers, and payers.

We've started by providing regular prevention and screening, care for chronic conditions, lab work, and diagnostic testing to patients in their apartments. We visit each community frequently to see patients and collaborate on patient health needs with staff. We also make it easier for patients to get care urgently with same-day or next-day care, helping them avoid unnecessary trips to the ER or hospital.

Over 185 communities across Arizona, California, and Nevada work with Pine Park Health today and we're growing quickly to expand our reach and impact. Investors include First Round Capital, Google's AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you're a determined and mission-oriented person who is looking to build the future of healthcare for seniors, join us!

The Opportunity

What You'll Do

• Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel
• Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time
• Maintain accurate, compliant patient documentation within our EMR system
• Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication
• Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment
• Participate in after-hours on-call rotation to support continuity of care
• Contribute to quality improvement initiatives and operational efficiency projects

How We Measure Success

Patient Communication & Responsiveness

• 95% of inbound calls answered within 60 seconds (~30 calls/day)
• Average caller wait time under 30 seconds; maximum not to exceed 2 minutes
• Urgent voicemails resolved within 1 hour; non-urgent within 1 business day
• After-hours voicemails addressed within 2 hours of next business day open

Care Coordination & Task Management

• 95% of clinical messages and emails addressed within 2 hours
• Routine tasks completed within 7 days; STAT tasks within 24 hours
• 100% of daily visit reminder calls completed (~20 calls/day)

Documentation & Quality

• Minimum 6 hours of care coordination activity logged daily
• Patient satisfaction scores of 8.5/10 or higher
• Full compliance with HIPAA, CMS, and OIG requirements at all times

What We're Looking For

***Schedule: Full-time, 40 hours per week. Work schedule Monday–Friday 10:30am–7:00pm PST***

• 2+ years of direct patient care experience in a clinical setting (Medical Assistant, LVN/LPN, CNA, Phlebotomist, Patient Care Technician, or similar role)
• Experience in healthcare coordination, patient services, or clinical operations
• Geriatric, Medicare Advantage, or value-based care experience strongly preferred
• Strong triage and prioritization skills in high-volume, real-time environments
• Proficiency with EMR/EHR systems and healthcare technology platforms
• Exceptional communication skills across diverse stakeholders (patients, families, physicians, facility leadership)
• Self-directed and accountable; able to work independently in a remote setting
• Available for on-call shifts: approximately 5 overnight and/or weekend shifts per rotation
• Remote work setup: reliable high-speed internet and dedicated, HIPAA-compliant workspace required
• Regulatory compliance: must maintain good standing with OIG, CMS, and Federal Health Care Programs (no exclusions or debarments)

What Success Looks Like

The Clinical Care Liaisons who thrive here don't wait to be told what needs attention — they already know. They've built personal systems for managing high-volume communication without dropping anything, they document with the same precision at 4:30pm as they do at 9am, and when a fragile patient calls scared, they hold that call with both urgency and calm.

By 30 days, you own your queue. You're navigating our systems independently and your patients and facility partners are starting to trust you.

By 90 days, you're consistently hitting every performance benchmark and your care team is leaning on you — not managing you.

At one year, you are the person newer team members come to when a situation is complex and they're not sure what to do next.

This role is a strong fit if you:

• Thrive in high-volume, fast-moving environments where your organization directly affects patient outcomes
• Hold yourself to a higher standard than your manager has to
• Want meaningful daily work with a vulnerable population and can feel the weight of that responsibility without being paralyzed by it
• Take pride in documentation accuracy and communication follow-through even when no one is watching

This role is not a fit if you:

• Prefer a self-paced environment without measurable daily output expectations
• Are uncomfortable being held to specific performance metrics
• Cannot commit to a fixed shift schedule with on-call rotation
• Are looking for a role with minimal patient-facing accountability

Benefits Designed For You and Yours

Paid Parental Leave
Medical, Vision, and Dental Insurance
401K Retirement Plan
Cell Phone Reimbursement
Annual Wellness Allowance
FSA and Dependent Care FSA
10 Paid Holidays
Generous Paid Time Off
Paid Sick Days

Pine Park Health is an equal opportunity employer. Employment is at-will. This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned.