Patient Financial Navigator (Customer Service Focused)

Kandu, Inc. is pioneering an integrated approach to stroke recovery by combining FDA-cleared brain-computer interface technology with personalized telehealth services. Our IpsiHand® device is durable medical equipment that enables chronic stroke survivors to regain upper extremity function with daily home use. Combining this advanced technology with the support of expert clinicians offers a comprehensive path to recovery–helping survivors improve mobility, independence, and quality of life. The Patient Financial Navigator serves as the primary point of contact for patients seeking information about insurance benefits, out-of-pocket costs, and financial assistance options for Kandu medical devices and services. This role requires a detail-oriented professional who can navigate complex insurance landscapes while delivering compassionate, accurate financial guidance to patients and their families. What You’ll Do Patient Financial Counseling 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. Insurance Verification and Benefit Analysis 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. Financial Assistance and Payment Planning 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 Administrative and Compliance Functions 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 What You’ll Bring 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 Preferred Qualifications: 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 What We Offer: Competitive Compensation ($24.50/Hr to $29.00/Hr) Insurance (Medical/Dental/Vision) 401(k) with company Unlimited PTO & Holidays Life Insurance, LTD and STD Please note that the salary information is a general guidance only. Kandu, Inc. considers factors such as scope and responsibilities of the position, candidate’s work experience, education/training, key skills and internal parity, as well as location, market and business considerations when extending an offer. Kandu, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply To This Job