Patient Financial Navigator, Customer Service Focused

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct financial discussions with patients regarding insurance benefits, coverage determinations, and estimates of out-of-pocket costs.

• Clarify Kandu's income-based cash-pay program structure and assist patients through the qualification and enrollment process for tiers.

• Manage incoming calls from patients inquiring about their insurance benefits, billing statements, and available payment options.

• Provide precise and clear information about coverage for Kandu devices under Medicare, Medicaid, and various commercial insurance plans.

• Assist patients with inquiries related to insurance claims and statements, aiming for resolution within a single call.

• Interpret explanation of benefits (EOB) documents and relay findings to patients in a comprehensible manner.

• Use billing software to access patient accounts, review payment histories, and identify outstanding balances.

• Record all patient interactions and financial counseling sessions in the company systems.

• Assess patient eligibility for financial assistance programs according to established guidelines.

• Offer and establish payment plans for eligible patients within the limits of authorized approval.

• Elevate complex financial assistance cases and exceptions to the appropriate leadership for further review and approval.

• Ensure accurate documentation of all patient financial interactions, adhering to HIPAA regulations and company policies.

• Monitor and report key metrics related to patient financial interactions and outcomes.

• Collaborate with Revenue Cycle and Patient Services teams to address billing issues and enhance the patient experience.

• Stay informed about updates to insurance policies, coverage guidelines, and reimbursement regulations.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 3 years of experience in medical billing, insurance verification, or patient financial services.

• Sound knowledge of Medicare, Medicaid, and commercial insurance benefit structures.

• Proven proficiency with insurance eligibility verification systems and medical billing software.

• Strong understanding of durable medical equipment (DME) billing practices and reimbursement processes.

• Exceptional verbal and written communication skills, capable of explaining complex financial information clearly.

• Demonstrated ability to manage sensitive patient situations with empathy and professionalism.

• Keen attention to detail and strong organizational skills.

• Proficient in the Microsoft Office Suite.

🏝️ Benefits

• Insurance coverage (Medical/Dental/Vision).

• 401(k) plan with company matching.

• Unlimited Paid Time Off & Holidays.

• Life Insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).