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.
