Manager, Access and Capacity Planning

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 our ability to provide extraordinary, human-centered primary care services across the country, the teams that support the providers and frontline teams are growing as well. We are seeking to hire a Patient Access Capacity Manager, responsible for partnering with operational and clinical leaders to ensure our members receive best-in-class access to care across all of our markets and service lines. Reporting to the Senior Manager of Strategic Operations, you will build and automate capacity plans that support our teams through rapid growth and change. Specifically, you will drive projects that address patient access, capacity planning, strategic forecasting, and workforce planning. 

You are an analytical problem-solver with an eye for detail, who can also effectively communicate how those details fit into the bigger picture to team members across the organization. Driven by continuous improvement, you love identifying creative solutions to complex problems, and have demonstrated persistence in accomplishing objectives regardless of circumstance. Experience integrating quantitative and qualitative information to draw accurate solutions will be important to your success. Naturally at ease with cross-functional partners, you are able to work collaboratively across multiple teams, and are comfortable with shifting priorities, styles, and work environments in an exciting, evolving role. If you are passionate about solving problems related to access and capacity planning, have stellar project and program management skills, and want to make a tangible impact on how we deliver care to our patients, we would love to hear from you!

What you'll likely work on: 

• Manage Nationwide Clinic Capacity
• Develop and manage operational capacity models for short and mid-term planning. Create centralized plans and related end-user tools to enable operations to identify and manage dependencies and risks. Seek opportunities to prescribe countermeasures and evolve toward automation.
• Empower senior operations leaders to make informed decisions about their workforce, capacity, deployment and schedule design. Educate and influence senior leadership in executing hiring plans, deploying providers optimally to support patient demand.
• Drive and Monitor Cost of Care Initiatives
• Responsible for operational enablement, modeling and tracking for initiatives in One Medical Cost of Care strategy. Partner and align with Financial Planning. 
• Develop tools to track initiatives, dependencies and mitigation plans to increase capacity, demand and decrease cost of care.
• Manage Access SLAs
• Support local leaders in optimizing staffing plans and deployment to meet service line standards (SLAs), panel management models and patient demand
• Drive operational strategies, including pilots, to test and implement new patient access opportunities; unlock new standards through experimentation.
• Research and advise executives on performance thresholds and target setting
• Identify & Drive Demand Opportunities
• Support long-term growth by collaborating with product, marketing, quality, clinical operations, member experience and others, consolidating insights, prioritizing and driving thought leadership around Access.
• Develop demand forecasting model in coordination with growth, engagement, population health, finance & data science teams. Use understanding of demand trends, conversion drivers and experience levers to improve patient access and provider utilization.
• Product Innovation
• Partner with data scientists and analysts to automate capacity and demand planning and forecasting models.
• Partner with product to provide programmatic guidance on member booking to improve access and utilization and to prioritize features that enhance demand and capacity models; identity opportunities to integrate and automate features of demand and capacity processes into core systems.

You’ll be set up for success if you have:

• 5+ years of direct experience in quantitative research or analysis
• 3+ years in workforce planning, capacity management, supply chain or related fields
• 3+ years in program & project management
• 3+ years building forecasting and/or planning models in excel or other more advanced tools
• Fluency in SQL
• Familiarity with other scientific and scripting languages such as Python or R and familiarity with technical systems to deploy production models
• Background in mathematics, statistics, computer science, engineering, economics, operations research or related field
• Experience translating key performance indicators and recommendations to senior leaders
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

Preferred:

• Analysis experience in Healthcare Operations, preferably in Patient Access
• Operations Research, Capacity Planning or Supply Chain experience strongly preferred
• Some programming experience is a plus to automate tools whenever appropriate
• Basic/Working knowledge of Six Sigma/Lean techniques
• Ability to develop new ideas and creative solutions
• Exceptional influencing and leadership skills

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

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $96,800/year in our lowest geographic market up to $177,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. 

This is a full-time role based in Seattle, WA.

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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.