Customer Service Specialist - Healthcare Billing, Revenue Cycle Management, Amazon One Medical

Overview

Customer Service Specialist - Healthcare Billing, Revenue Cycle Management, Amazon One Medical

Job ID: 1Life Healthcare, Inc.

As we continue to expand and transform the primary care experience, we're looking for passionate people to help manage our patient inquiries, using CI CARE framework that makes One Medical unique. As a Centralized Support Specialist II Billing 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.

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, using impeccable C-I-CARE in all interactions to ensure a positive experience.
• Collaborate with providers and other 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 admins and patients on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, support One Medical's efforts to empower patients in resolving financial responsibilities, and maintain service level agreements in response time to admins and patients.
• Assist admins with member billing needs via 1Life's tasking system to provide the best customer service.
• Investigate claims through insurance to ensure they were processed according to the patient benefit plan; review and reconcile patient and insurance balances for accuracy.
• Master our technology suite including RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life 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, and supporting all in-office providers with urgent and stat patient needs.
• A phone customer service healthcare associate for patient billing inquiries to ensure patient satisfaction and clear communication regarding financial matters; understand medical billing practices, insurance policies, and One Medical's billing procedures to provide explanations of charges, co-pays, and deductibles; research and resolve billing discrepancies; process payments; assist with payment plans; maintain patient confidentiality and HIPAA compliance; document interactions in the CRM; escalate complex issues when needed; follow up to ensure resolution.

Day in the life

In this role, you'll handle inbound calls from One Medical patients regarding their medical bills, insurance claims, and payment inquiries. Daily activities include reviewing patient accounts, processing payments, explaining EOBs, and coordinating with internal stakeholders 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.

About the team

Amazon One Medical's call center team combines healthcare expertise with Amazon's customer-obsessed culture to deliver exceptional patient support. Our team focuses on making healthcare more accessible and less complicated for members. We handle billing inquiries with empathy and efficiency. Our culture emphasizes 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.

BASIC QUALIFICATIONS

• 2+ years of customer service experience in a call center environment
• 1+ years with medical billing, insurance claims, or healthcare revenue cycle
• Demonstrated proficiency in Microsoft Office Suite
• Experience using electronic health records (EHR) or customer relationship management (CRM) systems
• Knowledge of HIPAA compliance and healthcare privacy regulations
• High school diploma or equivalent

PREFERRED QUALIFICATIONS

• Spanish Speaking
• Ability to work various shifts
• Strong problem-solving and documentation skills
• Ability to type 45+ WPM while maintaining accuracy

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $50,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.