Customer Success Manager, Healthcare FinOps , Healthcare Financial Operations

Amazon • Arlington, VA

1d

About The Position

We are seeking an experienced Customer Success Manager to lead our Healthcare
Financial Operations patient experience initiatives, with a primary focus on
developing and executing a comprehensive program that transforms the patient
financial experience across Amazon Health Services. This strategic individual
contributor role requires a customer-obsessed leader who can drive process
excellence, partner across organizations, and deliver measurable improvements in
patient satisfaction, reduced billing friction, and operational efficiency. As
the global process owner for Healthcare FinOps improvement initiatives, you will
define and standardize operational procedures across all HFO teams, ensuring
consistency in service delivery while continuously optimizing processes to
enhance both patient experience and operational performance at scale.

Requirements

• 4+ years of stakeholder or account management experience, or experience handling customers and conflict resolution with a focus on quality for customer experience
• Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
• Experience leading process improvements
• Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
• Experience using data and metrics to improve processes and customer satisfaction
• Experience communicating complex business concepts in verbal and written form

Nice To Haves

• Experience with FinOps, financial operations, or revenue cycle management in healthcare settings, particularly in patient-facing roles

Responsibilities

• Design, implement, and scale a comprehensive patient engagement program that specifically addresses: simplifying patient financial discussions through clear, transparent billing communications and proactive financial counseling, reducing patient complaints by establishing faster resolution processes and identifying recurring pain points, improving the patient financial experience with easy-to-understand payment options, upfront cost estimates, and self-service tools
• Establish performance metrics, KPIs, and reporting frameworks to measure program effectiveness across patient satisfaction, complaint reduction, and billing clarity
• Build and maintain strong relationships with stakeholders to ensure alignment on goals, priorities, and patient-centered outcomes
• Create scalable processes and playbooks that can be adapted for future healthcare partners while maintaining focus on friction reduction
• Define, document, and continuously improve standard operating procedures for service delivery that prioritize patient understanding and satisfaction
• Establish governance frameworks and quality standards to ensure consistency and clarity across all patient financial touchpoints
• Collaborate with revenue cycle management product team to translate patient insights and complaint patterns into product requirements and process enhancements
• Identify opportunities for automation or optimization that directly reduce patient friction
• Track and communicate the business impact of process improvements, including complaint reduction, satisfaction increases, and efficiency gains

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed