Financial Aid Navigator

About the role

Diversity Health is a Nashville-based management services organization (MSO) that powers community clinics across Tennessee and Kentucky, including Music City PrEP Clinic and Chosen Family Medicine. Diversity Health provides the operational, financial, and strategic infrastructure so its partner clinics can focus on patient care and delivering Great Experiences by Design—expanding access to sexual health, HIV prevention, and primary care. Through this support, Music City PrEP Clinic operates five physical clinic locations staffed by a rapidly growing team of medical and administrative professionals.

Responsibilities

General Responsibilities

• Complete assigned tasks or projects and stay updated on rules and regulations
• Organize and review communication from patients
• Provide data analysis, networking, and discover new programs
• Facilitate communication with Spanish-speaking patients
• Collaborate with the team for brainstorming and efficiency improvement
• Maintain bookkeeping and organization practices

Open Enrollment/SEP Responsibilities

• Educate and assist patients with insurance programs, portals, in-network vs. out-of-network costs, and the importance of having insurance
• Assist with financial assistance applications and document submissions
• Handle patient communication via text and calls regarding Open Enrollment and SEP eligibility
• Determine which patients may qualify and/or benefit from financial aid and speak with each patient during their clinic visits
• Track enrollments in various assistance programs and ensure insurance plans are active
• Facilitate enrollment in available funding sources for premium payments

Daily Workflow

• Monitor 340BWell workflows and requests for timely patient care
• Investigate financial assistance eligibility using all available tools
• Communicate with other departments if new information arises
• Follow up with patients for required documents and complete program applications
• Facilitate patient enrollment to relevant programs (Gilead, ViiV, GoodDays, etc.)
• Track patient progress, update notes and maintain organized files and spreadsheets

Monthly Workflow

• Obtain monthly incomes, ensure accuracy of monthly packets, available assistance funds, and successful packet submission
• Ensure monthly premiums are processed and tracked
• Monitor compliance with appointment and schedule adherence

Clinical Duties

• Assist with financial assistance needs during clinical hours
• Update patient information as needed and enroll patients in assistance programs in a timely manner
• Ensure correct tags are placed in 340Bwell and Athena for clinic/billing needs
• Schedule appointments and provide general support for patient inquiries on insurance, payment, processing, and assistance programs

Patient Administration

• Reach out to patients to gather any documents needed for assistance and meeting minimum requirements to stay compliant with any program they are enrolled in
• Answer phones and field any questions a patient might have
• Research and provide resources based on patient needs

Qualifications

• Must work effectively with physicians, staff, volunteers, patients, public and external agencies
• Proficient in Excel and/or Google Sheets spreadsheets
• Ability to communicate effectively with individuals regardless of age, gender, race, religious background, sexual orientation, gender identity, or health status
• Customer service experience
• Must have the ability to take initiative and to exercise independent judgment
• Possess decision-making and problem-solving expertise
• Must remain receptive to changing responsibilities and maintain a high level of confidentiality and privacy according to the clinic’s policies and procedures and HIPAA compliance

Physical and Work Environment Requirements

• Ability to work in an office, clinical, or hybrid work environment
• Ability to sit, stand, walk, and use standard office equipment for extended periods
• Must be able to lift up to 15 pounds at times
• Occasional travel may be required for training, conferences, organizational meetings, and other business-related activities