[Remote] Patient Financial Navigator (Customer Service Focused)

Note: The job is a remote job and is open to candidates in USA. Kandu, Inc. is pioneering an integrated approach to stroke recovery by combining FDA-cleared brain-computer interface technology with personalized telehealth services. The Patient Financial Navigator serves as the primary point of contact for patients seeking information about insurance benefits and financial assistance options for Kandu medical devices and services, requiring a detail-oriented professional to provide accurate financial guidance.ResponsibilitiesConduct patient-facing financial discussions regarding insurance benefits, coverage determinations, and out-of-pocket cost estimatesExplain Kandu's income-based cash-pay program structure and guide patients through tier qualification and enrollment processesField inbound calls from patients with questions about their insurance benefits, billing statements, and payment optionsProvide clear, accurate information about coverage for Kandu devices across Medicare, Medicaid, and commercial insurance plansProvide support for patients who have insurance claim and/or statement questions with a focus on single-call resolutionInterpret explanation of benefits (EOB) documents and communicate findings to patients in accessible languageNavigate billing software to access patient accounts, payment histories, and outstanding balancesDocument all patient interactions and financial counseling sessions in company systemsAbility to perform insurance eligibility verification using industry-standard verification systems with correct interpretationEvaluate patient eligibility for financial assistance programs within established guidelinesOffer and set up payment plans for eligible patients within authorized approval limitsEscalate complex financial assistance cases and exceptions to appropriate leadership for review and approvalMaintain current knowledge of available patient assistance resources and community programsMaintain accurate documentation of all patient financial interactions in compliance with HIPAA and company policiesTrack and report key metrics related to patient financial interactions and outcomesCollaborate with Revenue Cycle and Patient Services teams to resolve billing issues and improve patient experienceStay current on changes to insurance policies, coverage guidelines, and reimbursement regulationsSkillsHigh school diploma or equivalentMinimum 3 years of experience in medical billing, insurance verification, or patient financial servicesWorking knowledge of Medicare, Medicaid, and commercial insurance benefit structuresDemonstrated proficiency with insurance eligibility verification systems and medical billing softwareStrong understanding of durable medical equipment (DME) billing practices and reimbursementExcellent verbal and written communication skills with ability to explain complex financial information clearlyProven ability to handle sensitive patient situations with empathy and professionalismStrong attention to detail and organizational skillsProficiency in Microsoft Office SuiteAssociate's or Bachelor's degree in Healthcare Administration, Business, or related fieldCertification as Certified Patient Account Representative (CPAR) or similar healthcare financial credentialPrior experience in a startup or fast-paced healthcare environmentExperience with neurological or rehabilitation medical devicesBilingual capabilities (Spanish preferred)Employment eligibility to work in the United States is required. The company does not sponsor employment visas for this position at this timeBenefitsInsurance (Medical/Dental/Vision)401(k) with companyUnlimited PTO & HolidaysLife Insurance, LTD and STDCompany OverviewKandu is revolutionizing stroke recovery. It was founded in 2007, and is headquartered in Van Nuys, California, USA, with a workforce of 51-200 employees. Its website is https://www.neurolutions.com/.