Healthcare Associate, Amazon One Medical Customer Care

Amazon•Colorado Springs, CO

5d•$20 - $22•Onsite

About The Position

Amazon One Medical is a human-centered, technology-powered primary care organization dedicated to making high-quality healthcare more accessible, affordable, and convenient. We provide care through a nationwide network of 214 medical offices across more than 20 U.S. markets, supported by 24/7 on-demand virtual services. Our membership-based model serves individual consumers and employees at more than 7,000 companies, delivering a seamless, modern healthcare experience. Since becoming a publicly traded company in 2020, we have continued to grow and innovate while fostering a diverse, inclusive, and collaborative environment focused on delivering exceptional care to our patients, providers, and partners. We are looking for passionate, service-oriented individuals to support our Direct Primary Care (DPC) membership model in Colorado, ensuring members receive timely, compassionate, and seamless care. In this role, you will be a key point of contact for patients, managing inquiries via phone and web-based tools using our CI-CARE communication framework, while collaborating across teams to resolve complex, high-impact issues. You’ll join a specialized group that handles escalated workflows affecting patients locally and nationwide. This position requires strong problem-solving skills, the ability to manage a high volume of tasks, phone calls, and proficiency in navigating multiple systems with accuracy and efficiency. This is a full-time, hourly, in-person position based at the Tutt Office in Colorado Springs, CO.

Requirements

High School diploma or equivalent
Minimum of 6 months’ experience managing referrals and navigating complex insurance portals and orders, or 1 year of experience in a patient-facing role.
Proficient with basic computer skills and comfortable using technology to manage daily tasks.
Availability to work Monday to Friday from 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM MST depending on the shift needed.

Nice To Haves

Strong written and verbal communication skills with the ability to provide clear, compassionate patient interactions.
Proven problem-solving and multitasking abilities, including experience with de-escalation techniques.
Experience with telephony systems like NICE-InContact is a plus.
Familiarity with G Suite and Electronic Health Record (EHR/EMR) systems.
Preferred experience in healthcare areas such as patient scheduling, registration, medical records, insurance verification, or claims processing.
Experience working in a national healthcare organization with an understanding of regional complexities.
Proficiency in navigating various Electronic Medical Record (EMR) systems.

Responsibilities

Follow HIPAA guidelines to protect patient privacy in all interactions while delivering a positive patient experience.
Handle incoming and outgoing patient communications, including calls, messages, fax management, and appointment scheduling, using tools like NICE phone systems, Slack, G Suite, Zoom, and the 1Life EMR.
Coordinate patient care by managing prior authorizations, referrals, and working closely with pharmacies, labs, specialists, insurance providers, and operations teams.
Collaborate with providers and escalate urgent issues to VMT as needed, ensuring timely resolution of critical patient care tasks.
Support team growth by participating in meetings, huddles, problem-solving, and assisting providers with urgent patient needs.