Quality Assurance Specialist, Amazon One Medical Customer Care

Description

At Amazon One Medical, we are committed to delivering exceptional, patient-centered care, and we’re looking for talented, motivated individuals to help us raise the bar in healthcare. If you're passionate about improving the patient experience, this is a great opportunity to make a meaningful impact.

As we continue to expand and innovate in primary care, we’re hiring a Quality Assurance Specialist to support the people, processes, and technology that make Amazon One Medical unique. Reporting to the Quality Assurance Manager, you will play a key role in helping us deliver on our promise of high-quality, accessible, and affordable care by auditing and ensuring excellent interactions with our members.

In this role, you will use established templates and the CI-CARE framework, to deliver thoughtful, constructive feedback that supports continuous improvement and service excellence.

The ideal candidate has a strong background in customer service and a focus on delivering quality in every interaction. You are self-aware, open to feedback, and committed to continuous learning. You are confident in providing direct, actionable feedback and are known for building trust, following through on commitments, and working collaboratively to achieve shared goals. If this sounds like you, we’d love to connect!

This is a full-time, hourly, in-person position based at the Amazon One Medical Customer Care Center in Tempe, AZ.

Key job responsibilities
- Review and document patient calls and interactions to ensure they meet established operational standards.
- Audit and score support team interactions and provide constructive feedback to promote an excellent patient and member experience using the CI-CARE communication framework.
- Collaborate with patient care support teams to address quality concerns, escalate recurring issues during team huddles, and support additional meetings as needed.
- Identify performance trends among support specialists and contribute to solutions that enhance overall service quality.
- Support the development and implementation of quality scoring tools and calibration processes to maintain consistency and accuracy in evaluations.
- Perform essential patient care functions typically handled by healthcare associate roles, as business needs dictate, to ensure a positive patient experience, including handling inbound phone calls, documenting routing, and completing additional task types.


A day in the life
Your day will be dynamic and purpose-driven. You'll dive into patient interaction recordings, carefully evaluating communication quality using our specialized framework. You'll collaborate closely with support teams, offering constructive feedback that helps them refine their approach and deliver outstanding patient care. Each evaluation you complete contributes to our larger mission of creating seamless, compassionate healthcare experiences.

About the team
We're a dedicated group of professionals passionate about revolutionizing healthcare delivery. Our team believes in continuous learning, mutual support, and a shared commitment to excellence. We work collaboratively to identify opportunities for improvement, celebrate successes, and create an environment where every team member can grow and make a meaningful impact on patient experiences.

Basic Qualifications

- Work a variety of hours as business demands, including overnight, weekends and holidays
- - A minimum of one year of experience in a quality assurance role in a related setting, or at least one year of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company.

Preferred Qualifications

- - Excellent written and verbal communication skills, with the ability to express ideas clearly and precisely.
- - Demonstrated experience supporting process improvement efforts and adapting to changes in policy and compliance.
- - A background in healthcare that supports effective patient-centered work.
- - Hands-on experience using RingCentral or NICE inContact Quality Monitoring tools.
- - Proficiency in using G Suite and Electronic Health Record (EHR) systems.
- - Experience using telephony systems such as NICE inContact is 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.

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.