Patient Enrollment Coordinator , One Medical

*This position will be located full-time in office in one of the following locations: Boston, MA, Phoenix, AZ or Seattle, WA*

The Patient Enrollment Coordinator role is a dynamic role in helping new and existing One Medical Senior patients. In this role you will have an amazing opportunity to help One Medical meet its goal of transforming health care. To share our care with as many people as possible, we need to create a team of folks who are experts at building relationships, verifying insurance eligibility and scheduling patients in our primary care practices. You will be jumping in to tackle one of our most important priorities this year of enrollment, eligibility, engagement and retention. This job is for someone who is hungry to make a difference and not afraid to keep trying.

Key job responsibilities
- Persuade prospective patients to enroll with One Medical Seniors
- Persuade unengaged patients to establish care and schedule first appointment
- Insurance verification and outreach to new and existing patients who are no longer assigned to One Medical Seniors to get them realigned with our office
- Listening for indications of patient dissatisfaction, and completing the outlined service recovery steps in order to help One Medical retain the patient
- Nurture leads with the One Medical Senior Brand through scheduled phone cadence
- Contact and convert assigned leads
- Schedule doctor's visits
- Document patient activity in salesforce.com and our patient portal in a timely and accurate manner
- Meet Scheduling/Enrollment, PCP Change, and phone targets and any performance metrics
- Manage large amounts of inbound and/or outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify potential patients' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Occasionally handle established patient requests/complaints
- Occasionally collaborate with cross-functional teams to support during peak workflow periods

Basic Qualifications

- 2+ years of complex healthcare customer service experience
- Experience with current technologies to help handle the workflow in an inbound call/email center, or experience managing large teams (about 120+ indirect reports and 4+ direct reports)
- Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
- Experience working in a fast-paced, team environment
- Experience using Salesforce or other CRM tools
- 2+ years of customer service experience, or Bachelor's degree in Information Technology, Computer Science, Engineering or related fields
- Work flexible schedule including weekends, nights, and holidays
- Experience working in a fast-paced, rapidly changing operations environment
- Dependability and adaptability
- Possess passion, empathy and are mission driven: You want this job because you believe deeply in our mission to restore humanity to healthcare. You understand that we can only deliver on this mission if patients can experience the care One Medical offers.
- Ability to attend and work in practice events a few times per quarter in the market you are located in if applicable.

Preferred Qualifications

- Speak, write, and read fluently in Spanish

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 - 17.83 - 31.20 USD hourly
USA, AZ, Tempe - 17.83 - 31.20 USD hourly
USA, WA, SEATTLE - 21.58 - 31.20 USD hourly
USA, WA, Seattle - 21.58 - 31.20 USD hourly