Healthcare Associate, One Medical Customer Care

About the Role

Amazon One Medical is a human-centered, technology-powered primary care organization dedicated to making high-quality healthcare more accessible, affordable, and convenient. We provide care through a nationwide network of medical offices supported by 24/7 on-demand virtual services. Our membership-based model serves individual consumers and employees at more than 7,000 companies. This is a full-time, hourly, in-person position based at the Tutt Office in Colorado Springs, CO.

Key Responsibilities

• Follow HIPAA guidelines to protect patient privacy while delivering a positive, compassionate patient experience.
• Handle incoming and outgoing patient communications, including calls, messages, fax management, and appointment scheduling, using tools like NICE phone systems, Slack, G Suite, Zoom, and the 1Life EMR.
• Coordinate patient care by managing medical records, prior authorizations, referrals, and working closely with pharmacies, labs, specialists, insurance providers, and operations teams.
• Collaborate with providers and escalate urgent issues to the virtual medical team as needed, ensuring timely resolution of critical patient care tasks.
• Support team growth by participating in meetings and huddles, problem-solving, and assisting in-office providers with urgent patient needs.
• Manage inquiries via phone and web-based tools using the CI-CARE communication framework.
• Resolve complex, high-impact issues.
• Manage a high volume of tasks and phone calls.

Requirements & Tech Stack

• CI-CARE communication framework
• NICE phone systems
• Slack
• G Suite
• Zoom
• 1Life EMR
• HIPAA guidelines
• Basic computer skills and comfort using technology to manage daily tasks.
• Availability to work Monday to Friday from 7:00 AM to 3:30 PM or 8:30 AM to 5:00 PM MST depending on the shift needed.

Qualifications

• High school diploma or equivalent.
• Minimum of 6 months’ experience managing referrals and navigating complex insurance portals and orders, or 1 year of experience in a patient-facing role.
• Strong written and verbal communication skills with the ability to provide clear, compassionate patient interactions.
• Proven problem-solving and multitasking abilities, including experience with de-escalation techniques.
• Proficiency in navigating multiple systems with accuracy and efficiency.
• Experience with telephony systems like NICE-InContact is a plus.
• Familiarity with G Suite and Electronic Health Record (EHR/EMR) systems.
• Preferred experience in healthcare areas such as patient scheduling, registration, medical records, insurance verification, or claims processing.
• Experience working in a national healthcare organization with an understanding of regional complexities.
• Proficiency in navigating various Electronic Medical Record (EMR) systems.