Healthcare Financial Navigator

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: PTO 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 unpaid meal break 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 employee working from home. If other users are using the bandwidth, it is the employee'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 test your internet speed.
• Round Trip Time (RTT) Requirement: 100ms or less to "AWS Workspaces US East (N. Virginia)".
• Please use test your RTT.
• Hardline Connection: Employees who are issued a Desktop computer must be able to hardline into their home router as Wi-Fi connections are not enabled for desktop users. Employees must use the router or modem-router combination provided by their Internet Service Provider. The use of any third-party or personal routers is prohibited. The Internet Service Provider (ISP) must be through Cable/Coax or Fiber connections. Satellite or wireless via cell phone providers (I.e. Starlink, HughesNet, or T-Mobile) are not permitted. The use of any personal or third-party Virtual Private Network (VPN) software or hardware is not allowed while working.
• Multi-Factor Authentication: Employees must be 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

• Employees may only work at a primary home residence listed with Human Resources.

• Employees working remotely are required to maintain a quiet, secure workspace that is free from distractions. Only the employee should be in their workspace during work hours. This means restricting access to children, family members, and pets. Additionally, others within the household should not be able to hear conversations going on between the employee and clients or patients.

• No PHI or HIPAA data may be printed or written down in home locations. Employees 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 employee and will need to be secured in a way where others do not have access to the equipment, preferably in a locked office.

Equipment Deposit Requirements

• To maintain a secure and compliant work environment, all employees of iTX Companies are required to use only company-issued equipment. Each employee receives a complete desktop setup prior to their first day, which includes: Desktop computer, two monitors, webcam, mouse and keyboard, network cable, surge protector and headset. This ensures employees are prepared to work with the proper tools from day one. All issued equipment is covered by a fully refundable equipment deposit. The deposit is collected through 20 bi-weekly payroll deductions of $50 each. It is refunded after 24 months of employment or upon the return of all equipment in good condition.

Video, Audio and Computer Screen Monitoring and Recording Requirements

• As a condition of employment, it is required that all employees follow guidelines for video, audio and computer screen monitoring/recording for the duration of their shifts.

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

Salary : $42,000 - $72,000