Insurance Counselor I (ROPS)

DaVita•McAllen, TX

7d•Hybrid

About The Position

This patient-centered role provides education and guidance to DaVita patients about health insurance and the implications of different insurance options. The Insurance Counselor helps patients understand their options and make informed employment and insurance decisions, reducing the stress of navigating insurance and employment while managing health care needs. The role requires customer-service skills and the ability to build trust and rapport with patients and teammates. The counselor develops expertise in motivational interviewing, commercial and government health insurance benefits, financial assistance programs, and work leave options. Bilingual English/Spanish proficiency is required. The position supports DaVita clinics in McAllen, Edinburg, Harlingen, Brownsville, Laredo, surrounding areas, and Corpus Christi. Travel and in-person patient support may be required up to three or four times per week, with work from home on other days. Overnight stays in Corpus Christi may be necessary. The candidate must reside in Harlingen, McAllen, Brownsville, or the surrounding area and regularly visit clinics in these cities. The role requires the ability to squat, walk, and stand for more than 15 minutes, and comfort with the sight of blood. The counselor uses a personal automobile to travel between clinics and must have a valid state driver’s license and acceptable driving record. The role primarily supports patients with existing commercial insurance coverage or who are uninsured. It includes patient insurance education, identifying options to improve patients’ insurance status, helping patients find coverage and financial assistance, documenting education sessions, resolving insurance concerns with patients and internal partners, maintaining relationships with field partners, and reporting on patient education and advocacy metrics. The counselor also collaborates with leadership on objectives, deadlines, process improvements, meetings, and training. A high school diploma or equivalent is required. The position requires basic computer skills, high-speed internet of at least 40 GB, a private workspace, secure transportation, intermediate computer skills, and proficiency in Microsoft Word, Excel, PowerPoint, and Outlook. Full COVID-19 vaccination or a medical or religious exemption is required. Experience with Medicare, Medicaid, and commercial insurance plans and benefits, and experience in a healthcare organization working with clinical staff and patients, are preferred. PowerPoint proficiency is also preferred. This is a full-time role with a wage range of $19.00 to $25.50 per hour. DaVita provides benefits, professional development opportunities, and an equal-opportunity workplace.

Requirements

High school diploma or equivalent.
Bilingual English/Spanish proficiency.
Full vaccination against COVID-19 or a medical or religious exemption.
Basic computer skills, high-speed internet of at least 40 GB, a private workspace, and secure transportation to DaVita facilities.
Intermediate computer skills and proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
Valid driver’s license in the state of application and an acceptable driving record; use of a personal automobile to travel between clinics.
Must reside in Harlingen, McAllen, Brownsville, or the surrounding area and regularly visit clinics in the listed service area.
Ability to squat, walk, and stand for more than 15 minutes, and comfort with the sight of blood.

Nice To Haves

At least two years of experience working with Medicare and Medicaid insurance and commercial insurance plans and benefits, including PPO, HMO, POS, EPO, and Indemnity plans.
At least two years of experience in a healthcare organization working with clinical staff and patients.
PowerPoint proficiency.

Responsibilities

Conduct patient insurance education within established company compliance parameters.
Identify and communicate opportunities to improve patients’ insurance status and reduce financial risk or burden.
Provide information to help patients find or secure insurance coverage and financial assistance programs.
Deliver customer service to patients across multiple DaVita dialysis facilities, ensuring their educational needs and questions are addressed.
Complete insurance assessments and evaluations to document patient education sessions accurately.
Act as a liaison among patients, facility teammates, the billing office, and the corporate office to resolve insurance issues and concerns.
Build and maintain relationships with field partners, including Home Program Departments, Facility Administrators, Social Workers, and Administrative Assistants.
Work with the supervisor or manager to meet objectives, deadlines, and reporting and measurement requirements for patient education.
Provide monthly reporting and analysis on patient education and advocacy metrics, and participate in monthly operations reviews for the assigned patient portfolio.
Identify process improvement opportunities and review ideas with the team and operational leadership.
Attend team meetings, phone conferences, and training as needed; may assist with onboarding and training new teammates or perform other assigned duties.
Travel to DaVita clinics and provide in-person patient support, potentially three or four times per week.