Key Job Responsibilities
- Handle patient phone calls and message inquiries, de-escalate issues, and ensure patient satisfaction while assisting with insurance, billing, medical records, authorizations, and referrals. Apply C-I-CARE principles in every interaction to deliver a positive patient experience.
- Collaborate with providers and operations teams to resolve urgent patient billing issues.
- Proactively contact patients with outstanding balances to discuss payment options, explain insurance benefits, and resolve billing or payment processing concerns, while meeting service-level agreements.
- Support administrators with members’ billing needs through 1Life’s tasking system to ensure high-quality service.
- Investigate insurance claims to confirm proper processing according to patient benefit plans; review and reconcile balances for accuracy.
- Use and master multiple technologies including RingCentral, Slack, G-Suite, Zoom, and the 1Life EMR to communicate effectively and complete tasks.
- Contribute to team growth through daily rounding, huddles, problem-solving, and supporting providers with urgent patient needs.
Additional Responsibilities
- Serve as the primary point of contact for patient billing inquiries, providing clear explanations of charges, co-pays, deductibles, and One Medical’s billing practices.
- Research and resolve billing discrepancies, process payments, and assist patients in setting up payment plans when needed.
- Ensure all interactions are properly documented in the CRM system while maintaining patient confidentiality and complying with HIPAA regulations.
- Escalate complex billing issues to the appropriate department and follow up to ensure resolution.
- Provide patient support with professionalism, empathy, and accuracy under pressure.
A Day in the Life
- Manage inbound calls from patients regarding bills, insurance claims, and payment concerns.
- Review accounts, process payments, and explain EOBs (Explanation of Benefits).
- Coordinate with billing specialists, insurance verification teams, and providers to resolve discrepancies.
- Address challenges such as incorrect charges, rejected claims, and payment plan requests.
- Communicate with insurance companies to verify benefits and claim status.
- Document all activities in the electronic health record system and follow up on unresolved issues.
About the Team
At Amazon One Medical, our call center team combines healthcare knowledge with Amazon’s customer-first culture to simplify healthcare and make it more accessible. We approach billing inquiries with empathy, accuracy, and efficiency. Guided by Amazon’s leadership principles, we emphasize ownership, continuous improvement, and professional growth. Our inclusive, diverse environment values teamwork, privacy, and professionalism, measuring success by the positive impact we create for patients.
Basic Qualifications
- 2+ years of customer service experience in a call center.
- 1+ years of experience in medical billing, insurance claims, or healthcare revenue cycle.
- Proficiency in Microsoft Office Suite.
- Experience with electronic health records (EHR) or CRM systems.
- Knowledge of HIPAA compliance and healthcare privacy standards.
- High School Diploma or equivalent.
Preferred Qualifications
- Bilingual (Spanish preferred).
- Ability to work flexible shifts.
- Strong problem-solving and documentation skills.
- Typing speed of 45+ WPM with accuracy.