Healthcare Associate (Onsite), Amazon One Medical Customer Care

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

• - Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
• - High school diploma or equivalent
• - Experience with computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)
• - At least 6 months of experience working in a contact center OR 1 year of experience in high touch customer or patient facing roles.

Preferred qualifications

• - Experience handling customer escalations
• - Strong written and verbal communication skills.
• - Proven problem-solving and multitasking abilities.
• - Experience using telephony systems like Nice-InContact is a plus.
• - Familiarity with G Suite and Electronic Health Record systems is a plus.
• - Preferred experience in healthcare areas such as patient scheduling, registration, medical records, insurance verification, or claims processing.

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

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits .

USA, AZ, Tempe - 20.00 - 22.00 USD hourly