- Provide expert-level guidance to patients on financial matters, including insurance coverage, billing, and financial assistance.
- Collaborate with internal teams (billing, commercial, customer service) to streamline communication and resolve escalated issues.
- Mentor junior navigators and contribute to training programs and best practices.
- Analyze trends in patient financial concerns and contribute to strategic planning and policy development.
- Navigate payor portals, website or phone systems to check Eligibility, Prior Auth, Claim or Appeal statuses to obtain information needed to resolve patient inquiries.
- Assist leadership with creating a culture of best-in-class patient experience that facilitates financial transparency and trust.
- Resolve billing concerns proactively and communicate clearly to build trust and confidence.