Insurance Counselor I (ROPS) - West Palm Beach/Jacksonville/Daytona, Florida

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.

Open to candidates in north or South Florida. This role requires travel to our DaVita clinics in Daytona/Jacksonville or West Palm Beach and surrounding areas to provide education and guidance to DaVita patients about health insurance and the implications of different insurance options. Travel and in-person patient support may be up to 3-4x per week, Work from home the other days. Candidate works from home when not traveling to clinics and must reside in West Palm Beach or Daytona/Jacksonville. Travel and in-person patient support is required and may be up to 3-4x per week with variability within area based on patient need.

Essential Duties & Responsibilities

• Conducts 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 continued process improvement and reviews ideas with team and operational leadership
• Attends team meetings, phone conferences, and trainings as needed; may assist with onboarding and training of new teammates or other duties as assigned

Experience, Education, Training, or Qualifications

• Full vaccination against COVID-19 or a medical/religious exemption is required.
• High School Diploma or equivalent is required
• This role requires basic computer skills, high speed internet (minimum of 40 GB) and a private workspace, and secure transportation to DaVita facilities to perform the duties of the job
• Minimum of two (1) years' experience working with Medicare and Medicaid insurance as well as commercial insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity) strongly preferred
• Minimum of two (1) years’ 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
• Power Point preferred
• Bilingual/Spanish Speaking strongly preferred