Since Amazon took over Iora's parent company, One Medical, many patient offerings have disappeared, former employees told The Washington Post. Since Amazon acquired the primary-care service One Medical, elderly patients have been routed to a call center — staffed partly by contractors with limited training — that failed on more than a dozen occasions to seek immediate attention for callers with urgent symptoms, according to internal documents seen by The Washington Post.
a year after Amazon acquired the primary-care service. One Medical began routing elderly patients to the call center in Tempe, Ariz., staffed In April, Amazon CEO Andy Jassy acknowledged that the company’s approach to health care “can sometimes feel random.” But he said he remains optimistic and Amazon recently ratcheted up its efforts, offering One Medical membership discounts to Prime members.
Amazon said its contractors take calls under supervision for two weeks after classroom training, followed by a week of coaching. The company pointed to job listings that say new hires should be “comfortable navigating or learning all things health care.” Amazon said it’s more efficient to hire through Teksystems, which has its own sick leave policy, and that its training program is adequate.
One of them, who worked as a manager, said the company tries to cram too much information into two weeks in the classroom. He said he suggested extending the training period and hiring more employees directly rather than as contractors, but management denied his request. The first of the 17 red flag symptoms is “chest pain/pressure/heaviness.” The doctor who flagged the call noted that it should have been escalated and expressed concern that call center staff don’t “understand that they are triaging patients themselves.”Such errors increased concerns that call center staff were making medical decisions they weren’t qualified to make, the current and former employees said.
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