Patient Financial Services Specialist, Healthcare Financial Operations

Amazon is seeking a Patient Financial Services Specialist to join our Healthcare Financial Operations this individual contributor role youll serve as the trusted voice for patients navigating complex billing and insurance questions combining technical expertise with genuine empathy to deliver exceptional experiences.

Youll answer inbound patient inquiries and manage the teams work queues to ensure timely resolution. Youll also help develop performance metrics and support AI-driven improvements including sentiment analysis for inquiry responses and self-service tools. Additionally youll train colleagues in effective patient interactions and queue management practices. You will play a key role in analyzing trends with patients and with the business at large and will work with cross functional teams to resolve these defects.

This role is ideal for someone who thrives in fast-paced environments possesses exceptional communication skills and is passionate about using technology and data to improve patient experiences. Youll influence team practices drive operational excellence through efficient inquiry management and contribute to AI initiativesall while making a meaningful difference in patients lives.


Key job responsibilities
In this strategic role youll answer inbound patient inquiries and actively manage the teams work queues to ensure timely resolution of patient billing and insurance questions. Youll handle complex escalations with empathy working toward a 1-touch or no-touch resolution model that maximizes satisfaction while maintaining efficiency.

Youll develop new KPIs to measure team effectiveness queue management efficiency and patient satisfaction using analytics to identify improvements. Your work will directly impact first contact resolution rates response times satisfaction scores and operational efficiency.

Youll contribute to AI-driven initiatives including sentiment analysis tools and self-service capabilities for zero-touch resolution. Working collaboratively youll develop training programs focused on empathetic patient interactions and effective inquiry management. You will work with cross functional teams to inform them of defects and trends so they can create root cause solutions upstream. Youll mentor colleagues on best practices for sensitive billing conversations collect and analyze patient feedback generate reports on key metrics for leadership and develop strategic recommendations to support automation initiatives and process standardization.


- Bachelors degree or equivalent
- 3 years of professional experience
- 5 years of healthcare customer service experience

- 3 years of creating process improvements with automation and analysis experience
- 3 years of identifying incomplete or inaccurate data identifying the root cause and creating/implementing an escalation plan experience
- 5 years of healthcare revenue cycle experience in a hospital or physician setting

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at VA ARLINGTON - 57400.00 - 86100.00 USD annually
USA VA Arlington - 57400.00 - 86100.00 USD annually