Insurance Counselor II ROPS - Remote Eligible

Insurance Counselor II

This vital, patient-centered role provides education and guidance to DaVita patients about health insurance and the implications of different insurance options. This position helps patients understand their insurance options and make informed employment and insurance decisions. The Insurance Counselor 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 Insurance Counselor must have a passion for customer service and the ability to build trust and rapport with patients and teammates. 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. This is a remote position. Insurance management (IMT) experience is required.

Essential Duties & Responsibilities:

• The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive. The scope of the Centralized Float Insurance Counselor is primarily supporting patients who have existing commercial insurance coverage or who are uninsured or underinsured.
• Conducts 100% telephonic patient insurance education while operating within established compliance parameters of the company.
• Identifies and effectively communicates opportunities to better the insurance status of the patient to help reduce or alleviate 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.
• Provides a high level of customer service to patients across multiple DaVita Dialysis facilities to ensure educational needs are met and to ensure patient questions or issues are addressed effectively.
• Completes insurance assessments/evaluations for patients to accurately document patient education sessions.
• Acts as a liaison between patients, facility teammates, billing office, and the corporate office to resolve patient insurance issues and/or concerns.
• Builds and maintains relationships with field partners (e.g. Home Program Departments, Facility Administrators, Social Workers, Administrative Assistants, etc.) to ensure seamless patient support.
• Works closely with supervisor/manager to meet objectives, deadlines, and reporting/measurement requirements as they pertain to patient education.
• Provides monthly reporting and analysis on key metrics related to patient education and advocacy as well as actively participates in monthly operations reviews on assigned patient portfolio.
• Seeks to find opportunities for continuous process improvement and reviews ideas with the team and operational leadership.
• Attends team meetings, phone conferences, and training as needed; may assist with onboarding and training of new teammates or other duties as assigned.

Experience, Education, Training, or Qualifications:

• High School Diploma or equivalent required.
• Minimum of one (1) year experience working with Medicare and Medicaid insurance, as well as commercial insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity), strongly preferred.
• Minimum of one (1) year experience in a healthcare organization working with clinical staff and patients preferred.
• Intermediate computer skills and proficiency in MS Word, Excel, PowerPoint, and Outlook required.
• PowerPoint preferred.
• Bilingual/Spanish Speaking required.