Healthcare Associate (Onsite), Amazon One Medical Customer Care

Amazon•Tempe, AZ

115d•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 deliver care through a national network of 214 medical offices across more than 20 U.S. markets, alongside 24/7 on-demand virtual services. Our membership-based model serves both individual consumers and employees at over 7,000 companies. Since becoming a publicly traded company in 2020, Amazon One Medical has continued to grow and innovate. We are committed to building a diverse and inclusive team while fostering a collaborative environment focused on delivering exceptional care to our patients, providers, and partners. We are seeking passionate, service-oriented individuals to support our mission of transforming the primary care experience. As a Healthcare Associate, you will play a key role in delivering high-quality, patient-centered support by managing inquiries through phone and web-based tools using our CI-CARE communication framework. In this role, you will help ensure patients receive timely, compassionate, and effective assistance with scheduling, billing, and navigating the healthcare system. We are looking for innovative problem-solvers with strong administrative and customer service skills who are eager to make a meaningful impact in healthcare. This is a full-time, hourly, in-person position based at the Amazon One Medical Customer Care Center in Tempe, AZ.

Requirements

At least 6 months of experience working in a contact center OR 1 year in a patient-facing role.
Proficient with basic computer skills.
Ability to work a flexible onsite schedule, including nights, weekends, and holidays.
Must have a high school diploma or equivalent.

Nice To Haves

Strong written and verbal communication skills.
Proven problem-solving and multitasking abilities.
Experience with de-escalation techniques.
Experience using telephony systems like Nice-InContact is a plus.
Familiarity with G Suite and Electronic Health Record systems is a plus.
Preferred experience in healthcare areas such as patient scheduling, registration, medical records, insurance verification, or claims processing.

Responsibilities

Follow HIPAA rules to protect patient privacy in all interactions and communications.
Handle incoming and outgoing patient calls and messages related to insurance, billing, appointment scheduling, and fax management.
Manage medical records, prior authorizations, referrals, and coordinate care with pharmacies, labs, specialists, and insurance providers.
Work with providers and operations teams to complete urgent patient care tasks and escalate critical issues to the virtual medical team when necessary.
Communicate clearly and kindly to ensure a positive patient experience and calmly resolve any concerns.
Use technology tools like phone systems (NICE), Slack, G Suite, Zoom, and the 1Life Electronic Medical Record System to manage communication and daily tasks.
Support team growth by actively participating in meetings and huddles, helping solve problems, and assisting in-office providers with urgent patient needs.