Medical Billing Contact Center Supervisor, Amazon Healthcare

Description

The Medical Billing Manager position is a critical leadership role responsible for managing a dynamic contact center operations team, overseeing customer interactions, and ensuring compliance with healthcare billing regulations. This role will supervise medical billing specialists, implement quality assurance measures, and drive process improvements to optimize revenue collection while maintaining exceptional service standards.

Key job responsibilities
Support the management of the day to day operations of our inbound and outbound and administrative (back office) billing patient support center.
Model the ideal medical billing team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities and engaged career development.
Prepares performance reports by collecting and analyzing centralized support specialists data for coaching and feedback. (a team of 10+ support services specialists).
Audit interactions for quality, compliance and present solutions to enhance patient interactions with our central teams.
Lead team meetings, deliver information and drive KPI’s to ensure patient satisfaction.
Assist with the development of weekly, monthly and quarterly goals and action plans.
Partners with Leadership to help determine operational center strategies by evaluating team results and objectives.
Maintains and improves our operations by monitoring system performance and identifying and resolving problems that arise.
Build an engaged team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), Active Daily Management, and Lean principles to meet patient and team experience goals.

Basic Qualifications

• 3+ years of healthcare and medical billing supervision experience
• Strong knowledge of medical terminology and general understanding of coding practices
• Experience with medical billing software and CRM knowledge
• Thorough understanding of insurance claim procedures and regulations
• Knowledge of commercial insurance billing requirements including Medicare and Medicaid.

Skills & Competencies:
• Strong attention to detail
• Knowledge of healthcare compliance regulations
• Excellent problem-solving abilities
• Strong leadership and team management skills
• Effective communication with providers, staff, and insurance representatives
• Ability to analyze and interpret billing data

Technical Requirements:
• Proficiency in medical billing software
• Experience with practice management systems
• Knowledge of electronic claims submission processes

Preferred Qualifications

Experience navigating complex national markets and matrix healthcare organizations
Advanced understanding of regional based healthcare and strong written and verbal communication skills
Ability to remain calm and in control in all situations to help resolve patient issue with little to no friction
Advanced customer/patient focus and service skills
Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
Experience developing talent through mentorship and coaching, consistent feedback, goal setting and accountability
Proven track record of leading successful change management and process improvement efforts
Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
Excellent understanding of technology, software and tools along with experience with RingCentral / Nice-InContact a plus
Familiarity with G Suite and Electronic Health Record systems are a plus


Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,500/year in our lowest geographic market up to $119,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.