Patient Financial Advocate, Healthcare Financial Operations

Amazon • Arlington, VA

1d • $57,400 - $86,100 • Onsite

About The Position

Amazon is seeking a Patient Financial Services Specialist to join our Healthcare Financial Operations team. In this individual contributor role, you'll serve as the trusted voice for patients navigating complex billing and insurance questions, combining technical expertise with genuine empathy to deliver exceptional experiences. You'll answer inbound patient inquiries and manage the team's work queues to ensure timely resolution. You'll also help develop performance metrics and support AI-driven improvements, including sentiment analysis for inquiry responses and self-service tools. Additionally, you'll train colleagues in effective patient interactions and queue management practices. You will play a key role in analyzing trends with patients and with the business at large and will work with cross functional teams to resolve these defects. This role is ideal for someone who thrives in fast-paced environments, possesses exceptional communication skills, and is passionate about using technology and data to improve patient experiences. You'll influence team practices, drive operational excellence through efficient inquiry management, and contribute to AI initiatives—all while making a meaningful difference in patients' lives.

Requirements

• Bachelor's degree or equivalent
• 3+ years of professional experience
• 5+ years of healthcare customer service experience

Nice To Haves

• 3+ years of creating process improvements with automation and analysis experience
• 3+ years of identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan experience
• 5+ years of healthcare revenue cycle experience in a hospital or physician setting

Responsibilities

• Answer inbound patient inquiries and actively manage the team's work queues to ensure timely resolution of patient billing and insurance questions.
• Handle complex escalations with empathy, working toward a 1-touch or no-touch resolution model that maximizes satisfaction while maintaining efficiency.
• Develop new KPIs to measure team effectiveness, queue management efficiency, and patient satisfaction, using analytics to identify improvements.
• Contribute to AI-driven initiatives, including sentiment analysis tools and self-service capabilities for zero-touch resolution.
• Develop training programs focused on empathetic patient interactions and effective inquiry management.
• Work with cross functional teams to inform them of defects and trends so they can create root cause solutions upstream.
• Mentor colleagues on best practices for sensitive billing conversations.
• Collect and analyze patient feedback.
• Generate reports on key metrics for leadership.
• Develop strategic recommendations to support automation initiatives and process standardization.

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
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level