Guest Service Insurance Specialist ( Commercial/government Insurance Experience ) Indianapolis, In
DaVita (Indianapolis, Indiana)

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  The Guest Service Insurance Expert provides insurance and service support to the dialysis facilities to help support and retain patients.  The Guest Service Insurance Expert is responsible to provide guidance and information to patients on insurance and the implication of different insurance options allowing the patient to make informed insurance decisions.  Guest Service Insurance Expert’s primary focus is on commercial patients ensuring that their insurance questions are addressed and resolved.   

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 The Guest Service Insurance Expert is required to provide accurate and timely patient, revenue and treatment trend reporting using computer programs and other systems available within DaVita. The Guest Service Insurance Expert may also be involved in supporting the team through mentoring other team members, being involved in special projects, marketing to new patients and acting as liaisons and experts on specific topics affecting the Insurance Management program.   Essential Job Functions Insurance RetentionOverallProactively build relationships with patients Act as a liaison between patients, facility teammates, billing office and the corporate office to resolve patient insurance issues and/or concernsIdentify, resolve or escalate issues as appropriate for prompt and effective resolution Support patient collection activities as necessary, especially where payer sends payments directly to patientSupport Social Workers with grant assistance programs as necessary  Patient Interaction — Commercial PatientsAssist patients in retaining commercial insurance coverage and reviewing additional insurance options for primary and/or secondary coverageSupport field teammates through research of commercial patients’ financial issues and insurance options Provide high-level of customer service to commercial patients ensuring patient needs are met Building Relationships with Internal Executives / ManagersProactively build relationships with clinical and regional resources to emphasize and integrate Insurance Management priorities Partner with Social Workers to maintain awareness of patient insurance questions Support presentation development for field teammates Train clinical team to anticipate and recognize changes in patient insurance coverage Proactively review patient lists with Facility Administrators and teammates to identify potential patient insurance issues ReportingProvide extensive monthly reporting and analysis on key metrics related to patient growth and retention to senior management Compile monthly operations reviews on his/her patient portfolio Facilitate monthly status calls with each Social Worker to review commercial patient status Participate in status calls with regional managers as necessary to report on commercial patients Program InitiativesSpecial ProjectsParticipate in special projects as needed Act as a liaison or expert for the Insurance Management team on special initiatives or insurance topics Team OversightMentoring / Shadowing Team MembersMentor other team members as appropriate on Insurance Management practices For more experienced team members, shadow new hires to help them understand the Insurance Management team member role and responsibilities Growth InitiativesResponsible to inform visiting patients about DaVita services and DaVita clinics in his/her area Partner with Pre-ESRD programs

 

Up to 75% of travel time will be required to facilities in assigned territory which covers SouthWest Indiana to include Dayton and Toledo, Ohio

Thorough understanding/experience with commercial insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity) Thorough understanding/experience with COBRA benefit options Understanding of Coordination of Benefits (COB) periodExcellent organizational skills, attention to detail and follow through Strong, proven interpersonal, and written communication skills Strong time management skills, ability to prioritize, and the ability to multi-task effectively Innovative approach to problem solving Ability to provide multi-level reporting and communication Strong computer skills and proficiency in Microsoft Office (Excel, Word and PowerPoint) Personal values in line with DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun

Up to 75% of travel time will be required to facilities in assigned territory which covers SouthWest Indiana to include Dayton and Toledo, Ohio

  

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