Healthcare Associate, One Medical Mission Control

• At least one year of professional experience in a customer-facing role OR in high-volume call center role where the experience in either setting focused on customer service or Healthcare
• Strong written and verbal communication skills
• Strong multitasking skills with proficiency in computers and phones while navigating multiple software systems simultaneously
• De-escalation skills

We’re looking for people passionate about customer service and interested in supporting our work to transform the primary care experience by skillfully managing our patient inquiries via phone and our web-based tools, using CI CARE framework that makes One Medical unique. As an Centralized Support Specialist, you’ll be responsible for meeting Amazon One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. 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 can be considered for full-time opportunities at Amazon One Medical at the successful completion of one’s contract based on performance and open full time opportunities at that time.

Amazon One Medical looks for people who are strong and innovative problem-solvers that are driven to help people. They seek people who are masters in the art of customer-service, administrative work and are motivated to cultivate change in healthcare.

Key job responsibilities

• Take inbound patient phone calls and answer message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including but not limited to needs tied to insurance, billing inquiries, and appointment management
• Outbound patients when necessary and pertaining to their care
• Navigating all things healthcare, including but not limited to medical records, authorizations, referrals, and coordinating care among our members’ care partners like pharmacies, testing laboratories, specialists, and insurance
• Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient care
• Use 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 patient interactions and ensure a positive (phone, messaging or in-system interaction) experience
• Leverage problem-solving skills and our The One Medical Performance System (TOPS) and standard work to guide work, as well as support continual process improvement efforts
• Master our technology suite including but not limited to RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order 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
• De-escalate patient issues and situations involving dissatisfaction both inbound and outbound calling to insure patient satisfaction
• Experience thriving in an environment with high-volume calls is a plus
• Experience in healthcare, patient scheduling, registration, medical records, insurance verification and health claims, including proficient skill in Medical Terminology preferred
• Experience with RingCentral / Nice-InContact a plus
• Familiarity with G Suite and Electronic Health Record systems are a plus

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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.