Job Description

Overview

As we continue to expand and transform the primary care experience, were looking for passionate people to help manage patient inquiries, using CI CARE framework that makes One Medical unique. The Centralized Support Specialist II Billing Specialist will execute our mission of delivering high-quality care and service, taking patient phone calls and handling 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 and administrative work and are motivated to cultivate change in healthcare. You are seeking your next opportunity at an organization that is transforming healthcare, and we would love to connect.

Key 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 CI 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, and maintain service level agreements in response time to admins and patients.
• Assist admins with member billing needs via 1Lifes tasking system to provide the best customer service.
• Investigate claims through insurance to ensure they are processed according to the patient benefit plan, including reviewing and reconciling 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, team huddles, problem solving, and supporting all in-office providers with urgent and stat patient needs.

Day in the life

• Handle inbound calls from One Medical patients regarding medical bills, insurance claims, and payment inquiries.
• Review patient accounts, process payments, explain explanations of benefits (EOBs), and coordinate with internal stakeholders to resolve billing discrepancies.
• Address charges, insurance claim rejections, payment plan requests, and billing confusion; document all interactions in the electronic health record system and follow up on pending issues.

About the team

Amazon One Medicals call center team combines healthcare expertise with Amazons customer-obsessed culture to deliver exceptional patient support. Our culture emphasizes ownership and continuous improvement, supported by ongoing training and development. We value a diverse, inclusive environment and maintain high standards of healthcare privacy and professionalism.

BASIC QUALIFICATIONS

• 2+ years of customer service experience in a call center
• 1+ years with medical billing, insurance claims, or healthcare revenue cycle
• 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 with 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 include working safely, adhering to standards, effective communication, and following laws and company policies. Criminal history may affect employment. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider 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 during the application and hiring process, please visit the accommodations section of amazon.jobs for more information. If the country/region youre applying in isnt listed, please contact your Recruiting Partner.

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