Patient Navigator, MBS

About Kindbody

Kindbody is a leading fertility clinic network and family-building benefits provider for employers, offering comprehensive virtual and in-person care. Kindbody's clinically managed program includes fertility assessments and education, fertility preservation, genetic testing, in vitro fertilization (IVF), donor and surrogacy services, and adoption, as well as physical, mental, and emotional support from preconception through postpartum. Kindbody is the trusted fertility benefits provider for more than 90 employers, covering more than 2.4 million lives. Many thousands more receive their fertility care directly from Kindbody throughout the country at signature clinics, mobile clinics, and partner clinics. As the fertility benefits provider, technology platform, and direct provider of high-quality care, Kindbody delivers a seamless, integrated experience with superior health outcomes at lower cost, making fertility care more affordable and accessible for all. Kindbody has raised $154 million in funding from leading investors, including Perceptive Advisors, GV (formerly Google Ventures), RRE Capital, Claritas Health Ventures, Rock Springs Capital, NFP Ventures, and TQ Ventures. 

About the Role

As an experienced Patient Navigator, MBS reporting to our Customer Success Manager, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism, and collaboration. This role is a full-time remote position.

Responsibilities

• Answer Inbound calls

• Answers phone calls, manages HubSpot emails, and secure messages

• Schedules appointments

• Provides issue resolution/handles escalations

• Coordinates patient assistance

• Confirms the Eligibility of Members; ensures members have an assigned company code and verifies they are tagged to their employer properly

• Educates eligible members on benefits, tracks members’ journey, and provides frequent follow-ups

• Goes above and beyond for the patient, making sure they feel supported and well communicated with throughout their journey (established touch points)

• Provides transfers packets to partner clinics and pharmacies

• Works with COE and Provider Relations to follow up on contracts and LOAs - ensuring a seamless experience for the patient and keeps patient updated

• Works closely with billing to ensure patient is educated on SOB and financials as it relates to treatment and pharmacy and other responsibilities and ad-hoc projects from time to time, based on business needs

Who You Are 

• Prior experience in fertility is a plus

• Prior experience with member benefits required

• Prior experience in medical insurance is required

• Excellent customer service with exceptional follow-through

• Ability to work independently and prioritize work effectively

• Flexible and adaptable

• Kind and empathetic

• Proficient with Hubspot, Microsoft Office, and Google Docs

•  Experience with EMR

• Bilingual in Spanish is a plus