Healthcare Financial Navigator

Call Center/Customer Service – Remote Work From Home

Who We Are

ITx Companies (IntelliHARTx, LLC) is a patient contact center located in downtown Findlay, Ohio and Kingsport, Tennessee. Our Healthcare Financial Navigators call our clients’ patients with outstanding medical balances and ask them to resolve their balances by making payments in full, helping them to set up payments to resolve the balance, answering questions about the balances, and reporting issues back to the health systems. We have a unique, yet simple, concept that achieves great results. Being kind and friendly goes a long way! Our training is designed to ensure our Healthcare Financial Navigators are performing at a high level of customer service to achieve rewarding results. We have a great team-based work environment and we feel good about the work we do and the careers we are building!

What We’ll Love About You

• High school diploma or equivalent education required
• Basic insurance and medical terminology preferred, not required
• Previous call center and/or customer service experience strongly preferred or the ability to train 
• High emotional intelligence: ability to empathize while leading conversation to balance resolution
• Positive, get the job done attitude and passion to help patients resolve their balances

What You’ll Do

• In your home office, you will answer phones and make calls to patients to take payments and resolve their balances (inbound and outbound calling)
• Work an 8-hour shift from 9am-6pm EST Monday-Friday. No late nights and no weekends!
• Help relieve the burden of an outstanding balance by working with patients and their family’s budgets to make payments in full when possible or to setup payment plans
• Explain new medical balances including details of date of service and/or insurance coverage or lack thereof

Why Work Here

• Competitive pay & Full Time 40 hours/week

• Bonus program
• PTO and sick time after 90 days

• Individual Coverage Healthcare Reimbursement Arrangement (ICHRA) Healthcare reimbursement program for medical insurance
• 401k plan

• Company-sponsored life insurance with supplemental buy up options
• Great co-workers
• Gain valuable healthcare experience

Remote Work Technical Requirements

• Minimum internet bandwidth requirements - Minimum requirements assume that the entire bandwidth will be available and used for the individual working from home. If other users are using the bandwidth, it is the individual’s responsibility to ensure these minimum requirements are met for their work use.
  • 25 Mbps download speed
  • 5 Mbps upload speed
  • Use https://speed.cloudflare.com/ to test speed
  • RTT (round trip time) 100ms or less to “AWS Workspaces US East (N. Virginia)”
    • Please use https://clients.amazonworkspaces.com/Health.html to test your RTT
• Must be able to hardline into your home router. No Wi-Fi connections. If connection distance is more that 12 feet away from home router and network cable, it will need to be special ordered and we will need to know the specific length.
• Internet Service Provider (ISP) must be through Coax, DSL, or Fiber connections. No Satellite or wireless via cell phone providers is permitted.
• Willing to install necessary authenticator application for multi-factor authentication on your smartphone including Microsoft Authenticator App and Imprivata ID App as well as any others needed based on client access requirements.

Remote Work Physical Space Requirements

• Employees working remotely are required to maintain a space that is a closed space where people other than the employee will not be accessing the space during working hours and otherwise within the household cannot 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 need to utilize electronic resources and system to contain PHI and HIPAA data for security and compliance.
• 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.
• Employees need to have a quiet, secure work space that is free from outside noise and distractions while working in order to be able to focus on work and confidentiality.

This position will be required to live within a 50 mile radius of Kingsport Tennessee. If hired, you will need to attend twelve (12) weeks of training in the Kingsport TN office. Training will be from 9am to 5:30pm Monday through Friday. ITx Companies will not pay for travel expenses or lodging during training. All expenses will be the responsibility of the individual. At the conclusion of training, employees will be provided the necessary technology including computer, monitors, cables, headsets, etc to bring home and set up in their home office.

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 every day, then apply today with ITx Companies!

www.ITxCompanies.com/Careers