| Description | DESCRIPTION - 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. Key job 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 (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) 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. Assisting admins with our member’s billing needs via 1Life’s tasking system to provide the best customer service. Investigating claims through insurance to ensure they were processed according to the patient benefit plan including Reviewing and reconciling patient and insurance balances for accuracy. Master our technology suite including but not limited to RingCentral Slack G-suite Zoom and our Electronic Medical Record System 1Life to be able 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 supporting all in-office providers with urgent & stat patient needs. Key job responsibilities A phone customer service healthcare associate for patient billing inquiries at One Medical plays a crucial role in ensuring patient satisfaction and maintaining clear communication regarding financial matters. Key responsibilities include answering incoming calls professionally and efficiently addressing patients' billing questions and concerns with empathy and accuracy. The associate must have a thorough understanding of medical billing practices insurance policies and One Medical's specific billing procedures to provide detailed explanations of charges co-pays and deductibles. They are expected to research and resolve billing discrepancies process payments and assist with setting up payment plans when necessary. The role requires strong problem-solving skills to navigate complex billing situations and the ability to clearly communicate financial information to patients and deescalate when necessary. Additionally the associate must maintain patient confidentiality adhere to HIPAA regulations and accurately document all interactions in the company's customer relationship management system. They should also be able to escalate complex issues to appropriate departments when needed and follow up with patients to ensure resolution. Excellent customer service skills attention to detail and the ability to remain calm under pressure are essential for success in this position. A day in the life In this role you'll handle inbound calls from One Medical patients (customers) regarding their medical bills insurance claims and payment inquiries. Daily activities include reviewing patient accounts processing payments explaining EOBs and coordinating with internal stakeholders such as medical billing specialists insurance verification teams and healthcare providers 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 has focused on making healthcare more accessible and less complicated for members. We handle billing inquiries with empathy and efficiency. Our culture emphasizes leadership principles of 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 https://amazon.jobs/content/en/how-we-hire/accommodations 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 $31200/year in our lowest geographic market up to $50000/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. |