Healthcare Associate, Amazon One Medical Customer Care

DESCRIPTION

Amazon One Medical is a human-centered, technology-powered primary care organization dedicated to making high-quality healthcare more accessible, affordable, and convenient. We deliver care through a national network of 214 medical offices across more than 20 U.S. markets, alongside 24/7 on-demand virtual services. Our membership-based model serves both individual consumers and employees at over 7,000 companies. Since becoming a publicly traded company in 2020, Amazon One Medical has continued to grow and innovate. We are committed to building a diverse and inclusive team while fostering a collaborative environment focused on delivering exceptional care to our patients, providers, and partners.

We are seeking passionate, service-oriented individuals to support our mission of transforming the primary care experience. As a Healthcare Associate, you will play a key role in delivering high-quality, patient-centered support by managing inquiries through phone and web-based tools using our CI-CARE communication framework. In this role, you will help ensure patients receive timely, compassionate, and effective assistance with scheduling, billing, and navigating the healthcare system. We are looking for innovative problem-solvers with strong administrative and customer service skills who are eager to make a meaningful impact in healthcare.

This is a full-time, hourly, in-person position based at the Amazon One Medical Customer Care Center in Tempe, AZ.

Key job responsibilities
- Follow HIPAA rules to protect patient privacy in all interactions and communications.
- Handle incoming and outgoing patient calls and messages related to insurance, billing, appointment scheduling, and fax management.
- Manage medical records, prior authorizations, referrals, and coordinate care with pharmacies, labs, specialists, and insurance providers.
- Work with providers and operations teams to complete urgent patient care tasks and escalate critical issues to the virtual medical team when necessary.
- Communicate clearly and kindly to ensure a positive patient experience and calmly resolve any concerns.
- Use technology tools like phone systems (NICE), Slack, G Suite, Zoom, and the 1Life Electronic Medical Record System to manage communication and daily tasks.
- Support team growth by actively participating in meetings and huddles, helping solve problems, and assisting in-office providers with urgent patient needs.

A day in the life
Imagine a workday where your communication skills and empathy directly impact patient well-being. You'll be the supportive voice guiding patients through scheduling, billing, and healthcare navigation, using cutting-edge communication tools to deliver exceptional service.

About the team
We are a collaborative, patient-centered group committed to making healthcare more accessible and compassionate. Our team values innovation, inclusivity, and the power of human connection in delivering outstanding medical support.

BASIC QUALIFICATIONS

- At least 6 months of experience working in a contact center OR 1 year in a patient-facing role.
- Proficient with basic computer skills.
- Ability to work a flexible onsite schedule, including nights, weekends, and holidays.
- Must have a high school diploma or equivalent.