Healthcare Financial Navigator - Nationwide Remote

Healthcare Financial Navigator

Call Center/Customer Service Agent

Remote Position (Must live in FL, GA, NC, OH, TN, TX, or VA), Work from Home

Who We Are

iTX Companies (IntelliHARTx, LLC) is a Healthcare Receivables Management service provider.  In addition to our offices located in Findlay, Ohio and Kingsport, Tennessee, we also have remote team members in numerous states and are proud to work with several hospital systems across the country.  Our Healthcare Financial Navigators (customer service agents) speak to patients over the phone to help them resolve their outstanding healthcare balances by making payments in full, setting up payment plans, answering questions about the balances, and reporting issues back to the hospitals.  Our goal is to educate patients about their balances and facilitate a resolution that works for them.  We have a unique, yet simple, concept that achieves great results: being kind, friendly, and knowledgeable goes a long way!  Our training is designed to ensure our Healthcare Financial Navigators are performing at a high level of customer service in a team-based environment to achieve rewarding outcomes.  As a result, iTX Companies was recognized in 2023 by Inc. 5000 as one of the most successful and fastest growing Healthcare Receivables Management Organizations in the country.

Why Work for iTX Companies

• Competitive Pay Based on Experience
• Full-Time 40 hours/week: Monday through Friday work schedule with no late nights or weekends!
• Performance Bonus Programs
• PTO and Sick Time: 80 hours given in a lump sum at 90 days with yearly increases based on tenure.
• Perfect Attendance Award Program: Earn extra PTO for each month of perfect attendance after 90 days.
  
• Individual Coverage Healthcare Reimbursement Arrangement (ICHRA): This program gives employees the option to choose their own individual qualified health insurance plan. After they pay the monthly premium, they can qualify for a reimbursement to cover a portion of the premium payment.
• 401k Plan
• Company-Sponsored Life Insurance: A life insurance plan is available after 90 days with supplemental buy-up options.

What You’ll Do

• In your home office, you will facilitate both inbound and outbound calls to speak with patients about their outstanding healthcare balances.
• Assist patients by answering questions, explaining date of service details, providing education about insurance, and setting up payments and payment plans that work for them.
• Work an 8-hour shift from either 8:00am-5:00pm EST or 9:00am-6:00pm EST, Monday-Friday, based on client assignment. A full shift includes a daily 1-hour unpaid lunch and two 15-minute paid breaks.
• Use the innovative technology of Balto™ to follow carefully curated scripts that help guide you through patient calls.
• Work closely with a team of great coworkers via video for the duration of your shift and replicate an in-office environment using Collaboration Room™.

What We’ll Love About You

• High school diploma or equivalent education. 
• Minimum 2 years of experience in medical billing or a call center environment; medical contact center experience preferred.
• General knowledge and understanding of health insurance processing and healthcare business terminology. 
• High emotional intelligence with the ability to answer questions, provide education, and help patients to resolve their balances in an empathetic, respectful manner.
• General computer proficiency with good typing skills, accuracy, and the ability to multitask with multiple computer systems while talking on the phone.
• Positive, get the job done attitude and passion to help patients resolve their balances.

Remote Work Technical Requirements

• Minimum Internet Bandwidth Requirements - Minimum requirements assume that the entire bandwidth will be available and used for the team member working from home. If other users are using the bandwidth, it is the team member’s responsibility to ensure these minimum requirements are met for their work use.
• Internet Speed Requirements: 50 Mbps download speed and 10 Mbps upload speed.
  • Please use https://speed.cloudflare.com/to test your internet speed.
• Round Trip Time (RTT) Requirement: 100ms or less to “AWS Workspaces US East (N. Virginia)”.
  • Please use https://clients.amazonworkspaces.com/Health.htmlto test your RTT.
• Hardline Connection: Must be able to connect directly to your home router via a hardline. Wireless connections, including but not limited to Wi-Fi, cellular, satellite, or other radio frequency-based methods, are not permitted.
• Multi-Factor Authentication: Willing to install necessary applications on your smartphone for multi-factor authentication, including the Microsoft Authenticator App, Imprivata ID App and any others required based on client access needs.

Remote Work Physical Space Requirements

• Team members working remotely are required to maintain a work area that is a closed space where people other than the team member, including children, will not be accessing the area during working hours. The work area should be set up so that other people in the household cannot hear conversations between the team member and clients or patients.
• Team members must have a quiet, secure workspace that is free from outside noise and distractions while working in order to be able to focus on work and confidentiality.
• No PHI or HIPAA data may be printed or written down in home locations. Team members must utilize electronic resources and systems to contain PHI and HIPAA data for security and compliance purposes.
• Company-provided computers and equipment may not be used by anyone other than the team member and will need to be secured in a way where others do not have access to the equipment, preferably in a locked office.

We are always looking for great people to join our team.  If you are passionate about customer service, enjoy working with a fantastic team, and are motivated to make a difference in patients’ lives, then apply today with iTX Companies!

www.itxcompanies.com/careers

Compensation$16 - $20/hr depending on experience