[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.

Responsibilities

• Conduct patient-facing financial discussions regarding insurance benefits, coverage determinations, and out-of-pocket cost estimates
• Explain Kandu's income-based cash-pay program structure and guide patients through tier qualification and enrollment processes
• Field inbound calls from patients with questions about their insurance benefits, billing statements, and payment options
• Provide clear, accurate information about coverage for Kandu devices across Medicare, Medicaid, and commercial insurance plans
• Provide support for patients who have insurance claim and/or statement questions with a focus on single-call resolution
• Interpret explanation of benefits (EOB) documents and communicate findings to patients in accessible language
• Navigate billing software to access patient accounts, payment histories, and outstanding balances
• Document all patient interactions and financial counseling sessions in company systems
• Ability to perform insurance eligibility verification using industry-standard verification systems with correct interpretation
• Evaluate patient eligibility for financial assistance programs within established guidelines
• Offer and set up payment plans for eligible patients within authorized approval limits
• Escalate complex financial assistance cases and exceptions to appropriate leadership for review and approval
• Maintain current knowledge of available patient assistance resources and community programs
• Maintain accurate documentation of all patient financial interactions in compliance with HIPAA and company policies
• Track and report key metrics related to patient financial interactions and outcomes
• Collaborate with Revenue Cycle and Patient Services teams to resolve billing issues and improve patient experience
• Stay current on changes to insurance policies, coverage guidelines, and reimbursement regulations

Skills

• High school diploma or equivalent
• Minimum 3 years of experience in medical billing, insurance verification, or patient financial services
• Working knowledge of Medicare, Medicaid, and commercial insurance benefit structures
• Demonstrated proficiency with insurance eligibility verification systems and medical billing software
• Strong understanding of durable medical equipment (DME) billing practices and reimbursement
• Excellent verbal and written communication skills with ability to explain complex financial information clearly
• Proven ability to handle sensitive patient situations with empathy and professionalism
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office Suite
• Associate's or Bachelor's degree in Healthcare Administration, Business, or related field
• Certification as Certified Patient Account Representative (CPAR) or similar healthcare financial credential
• Prior experience in a startup or fast-paced healthcare environment
• Experience with neurological or rehabilitation medical devices
• Bilingual 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 time

Benefits

• Insurance (Medical/Dental/Vision)
• 401(k) with company
• Unlimited PTO & Holidays
• Life Insurance, LTD and STD

Company Overview