Customer Support Specialist - Billing, Amazon Healthcare Revenue Cycle
About The Position
As we continue to expand and transform the primary care experience, we’re looking for passionate people to help manage our patient inquiries and communicate effectively. As a Centralized Billing Support Specialist, you’ll execute our mission of delivering high-quality care and service. Specifically, you’ll take patient phone calls and handle patient conversations to deliver world class care. You are a strong and innovative problem-solver, who is driven to help people. You have mastered the art of customer-service, administrative work and are motivated to cultivate change in healthcare. You are currently looking for your next opportunity at an organization that is transforming healthcare we would love to connect. In this role, you'll handle inbound calls from One Medical patients (customers) regarding their medical bills, insurance claims, and payment inquiries. Daily activities include reviewing patient accounts, processing payments, explaining 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. Amazon One Medical's call center team combines healthcare expertise with Amazon's customer-obsessed culture to deliver exceptional patient support. Our team has focused 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 experience
- 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
Nice To Haves
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
- Ability to work various shifts
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
- Utilize CI-CARE (a framework containing the key elements of a great interaction and effective communication that we use) in all interactions to ensure a positive experience
- Collaborate with providers and 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 on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, and maintain service level agreements in response time
- Assist admins with our member’s billing needs via 1Life’s (our electronic medical record system) tasking system to provide the best customer service
- Investigate claims through insurance to ensure they were processed according to the patient benefit plan
- Master our technology suite including but not limited to RingCentral, Slack, G-suite, Zoom,1Life, to be able 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, supporting all in-office providers with urgent & stat patient needs
Benefits
- Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching.
- Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
