Benefits Navigator I, ROPS

Davita Inc.; Baltimore (MD); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading healthcare company seeks a Benefits Navigator to provide telephonic education on insurance options to patients. Responsibilities include resolving insurance issues, ensuring patient support, and maintaining relationships with healthcare teams. The ideal candidate will have a high school diploma and a minimum of two years' customer service experience, with knowledge of insurance plans preferred. The wage range is $20.00-$30.00 per hour, with additional benefits and a competitive rewards package.

Benefits

401k match

Healthcare coverage

Broad range of benefits

Qualifications

• Minimum of two years' experience in customer service, healthcare organization, or insurance.
• Demonstrated understanding of insurance plans and benefits.
• Experience in case management or social work preferred.

Responsibilities

• Provide telephonic patient education and support.
• Communicate insurance opportunities to alleviate financial burden.
• Document patient education sessions accurately.
• Act as a liaison between patients and corporate teams.

Skills

Customer service

Emotional maturity

Building trust

Motivational interviewing

Fluency in Spanish

Education

High School Diploma

Tools

MS Word

MS Outlook

MS Excel

MS PowerPoint

Job description

This vital, patient-centric role provides education and guidance to DaVita patients about health insurance and the implications of different insurance options. Based at DaVita World Headquarters in downtown Denver, these teammates help patients across the country understand their insurance options and make informed employment and insurance decisions.

The Benefits Navigator must have the emotional maturity and professionalism to directly interact with patients, clinical teammates, billing office teammates, and senior leadership, as well as the ability to work successfully with cross-functional DaVita teams.

The Benefits Navigator will help alleviate the stress that dialysis patients often experience in navigating complicated insurance options and employment decisions while also managing their health care needs.

To be successful, the Benefits Navigator must have a passion for customer service and the ability to build trust and rapport with patients and teammates over the phone. Teammates in this role will gain expertise in motivational interviewing as well as expert knowledge of commercial and government health insurance benefits, financial assistance programs, and work leave options.

Responsibilities

• Patient Education (Telephonic) - Responsible for patient education while staying within established compliance parameters for the company and program.
• Identifies and effectively communicates opportunities to better the insurance status of the patients, alleviating financial risk and burden
• Provides information to patients to help them find and/or secure options for insurance coverage and other financial assistance programs as necessary
• Completes insurance assessments/evaluations for patients
• Accurately documents and classifies patient education sessions
• Provides a high-level of customer service to patients to ensure educational needs are met
• Acts as a liaison between patients, facility teammates, billing office and the corporate office to resolve patient insurance issues and/or concerns
• Meetings - Attends team meetings, phone conferences, and trainings as needed. May assist with onboarding and training of new teammates.
• Reporting - Works closely with supervisor/manager to meet objectives, deadlines, and reporting/measurement requirements as they pertain to patient education. Reviews trends with team and operational leadership.
• Field Relationships - Builds and maintains relationships with field partners (e.g. Insurance Counselors, Facility Administrators, Social Workers, Administrative Assistants etc.) to ensure seamless patient support.
• Participates in Team/Department/Village-wide Improvement Projects as needed
• Other duties as assigned.

Requirements

• High School Diploma
• Minimum of two (2) years' experience in customer service, healthcare organization, insurance company or related field- Preferred
• Intermediate computer skills and proficiency in MS Word and Outlook
• Beginner proficiency in MS Excel and PowerPoint
• Experience in healthcare industry/healthcare organization working with a clinical team and patients - Preferred
• Demonstrate extensive understanding of insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity), COBRA benefit options, medical leave options, American with Disabilities Act, Coordination of Benefits, Federal and State level health coverage benefits as they relate to ESRD- Preferred
• Experience in case management and/or social work- Preferred
• Fluency in Spanish- Preferred

DaVita is an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

The Wage Range for the role is $20.00-$30.00 per hour. Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits.