Customer Service Specialist - Healthcare Billing, Revenue Cycle Management, Amazon One Medical

As we continue to expand and transform the primary care experience, we’re looking for passionate people to help manage our patient inquiries, using the CI CARE framework that makes One Medical unique.

About the role

As a Centralized Support Specialist II Billing Specialist, you’ll execute our mission of delivering high-quality care and service. You’ll take patient phone calls and handle patient conversations to deliver world-class care. You are a strong and innovative problem-solver, driven to help people, with mastery in customer service and administrative work, motivated to cultivate change in healthcare.

Responsibilities

• Handle patient phone calls and message inquiries, de-escalate issues, ensure patient satisfaction, and assist with navigating healthcare needs including insurance, billing, medical records, authorizations, and referrals, using the C-I-CARE framework in all interactions.
• Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient billing issues and questions.
• Proactively reach out to patients with open balances to assist with payment options, educate admins and patients on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, and support One Medical’s efforts to empower patients in resolving financial responsibilities.
• Assist admins with member billing needs via 1Life’s tasking system to provide the best customer service.
• Investigate claims through insurance to ensure they were processed according to the patient benefit plan, including reviewing and reconciling patient and insurance balances for accuracy.
• Master our technology suite including RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life to interact with team members and patients and complete daily work.
• Contribute to team development through rounding, attending team huddles, participating in team problem solving, and supporting all in-office providers with urgent and stat patient needs.
• Answer incoming calls professionally and efficiently, addressing patients' billing questions and concerns with empathy and accuracy.
• Provide detailed explanations of charges, co-pays, and deductibles using a thorough understanding of medical billing practices, insurance policies, and One Medical's specific billing procedures.
• Research and resolve billing discrepancies, process payments, and assist with setting up payment plans when necessary.
• Maintain patient confidentiality, adhere to HIPAA regulations, and accurately document all interactions in the company's customer relationship management system.
• Escalate complex issues to appropriate departments when needed and follow up with patients to ensure resolution.

A day in the life

In this role, you'll handle inbound calls from One Medical patients regarding their medical bills, insurance claims, and payment inquiries. Daily activities include reviewing patient accounts, processing payments, explaining Explanation of Benefits (EOBs), and coordinating with internal stakeholders such as medical billing specialists, insurance verification teams, and healthcare providers to resolve billing discrepancies. You'll solve problems like incorrect charges, insurance claim rejections, payment plan requests, and billing confusion. Regular communication with insurance companies to verify benefits and claim status is essential. The role requires documenting all interactions in the electronic health record system and following up on pending issues.

About the team

Amazon One Medical's call center team combines healthcare expertise with Amazon's customer-obsessed culture to deliver exceptional patient support. Our team focuses on making healthcare more accessible and less complicated for members. We handle billing inquiries with empathy and efficiency. Our culture emphasizes leadership principles of ownership and continuous improvement, supported by ongoing training and development. Team members work in a diverse, inclusive environment where success is measured by positive patient impact while maintaining the highest standards of healthcare privacy and professionalism.

Requirements

• 2+ years of customer service in a healthcare call center environment.
• 1+ years of medical billing, insurance claims, or healthcare revenue cycle experience.
• Experience in Microsoft Office Suite using electronic health records (EHR) or customer relationship management (CRM) systems.

Preferred Qualifications

• 1+ years of customer service in a healthcare call center environment at Amazon.

Pay

$20.00 - $22.00 USD hourly.

Benefits

• Employee Assistance Program (EAP) starting Day 1 of employment.
• Mental Health Support.
• Medical Advice Line.
• 401(k) matching.

Learn more about our benefits at Amazon Benefits.