FinOps Specialist Healthcare Collections Member Services

The Finance Operations organization works with every part of Amazon to provide operations accounting and operations excellence services with the highest level of controllership at the lowest cost to the company. We provide the backbone systems and operational processes which completely accurately and validly pay Amazons suppliers invoice our customers and report financial results. Amazon is building the Finance Operations capabilities in the healthcare industry by creating Healthcare Finance Operations Services.

As part of the Amazon Healthcare Global Finance Operations Services team you will find yourself working with exceptionally talented people committed to driving financial improvement scalability and process excellence. To support the growth of Amazon HealthCare this candidate must possess a strong passion for customer service accountability setting high standards and driving results through constant focus on improving existing and future state operations systems and processes in collaboration with Management.

As we continue to grow and scale our ability to provide innovative primary care across the country the teams that support this critical work are growing as well. Amazon Healthcare is looking for a proactive and detail-oriented Collections Analyst whose main responsibility will be to manage and resolve patient receivables. As a Collections Analyst you will support One Medical patients to resolve billing issues reconcile accounts and drive better patient financial experience. You will help us to attain this goal by doing proactive reach outs to members to resolve billing questions and where appropriate collect overdue balances.
The successful individual is expected to be self-motivated be customer obsessed be a quick learner have strong ownership and earn trust with our patients to facilitate timely payment.

Key job responsibilities
Proactively reaching out to patients with open balances and assisting them with payment options.
Contacting patients to obtain updated insurance information
Answering patient inquiries for complex billing cases and questions.
Investigating claims through insurance to ensure they were processed according to the patient benefit plan via internal tools.
Reaching out to patients when bill payments were unable to be processed (i.e. bounced checks declined ccs) to offer options for resolution.
Educate and empower our patients to resolve any billing issue through existing tools and resource materials.
Reviewing and reconciling patient and insurance balances for accuracy.
Managing the member statement process by ensuring bills are efficiently and accurately sent when requested.
Understand the Amazon One Medical billing processes to provide guidance to patients identify defects and drive resolution upstream of AR.
Understand the pain points of patients and help solve their AR/billing problems.
Providing prompt efficient detailed patient-oriented service to members.
Escalating when appropriate to direct manager and/or senior leaders.
Acting as the Voice of the Patient suggesting innovative solutions and reporting and acting on observed areas for improvement.
Analyze trends and suggest process improvements.
Perform other projects and duties as required.

- Bachelors degree in a relevant area of expertise such as healthcare business or finance.
- Prior experience of at least 3 years in Accounts Receivable in RCM or in US healthcare revenue cycle operations.
- Experience working in shared services environment with productivity targets.
- Experience in the area of customer services (outbound/inbound calls).
- Experience in US healthcare and insurance landscape.
- Knowledge of reading an Explanation of Benefits (EOB) denial management and denial codes is required.
- Understanding of Coordination of Benefits and Eligibility.

- Degree in Finance and Accounting.
- Prior experience of at least 2 years in US healthcare self-pay/member services collections.
- Understanding of basic accounting principles and receivables management.
- Knowledge of Amazon Healthcare One Medical business.
- Has led or been part of a team that worked on a Six Sigma belt project / Kaizen / Lean projects.

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