Insurance & Patient Finance Coordinator

Job Title:  Insurance & Patient Finance Coordinator

Location:  South Africa

Job Type:  Full-Time, Remote

Working Hours:  US Hours (9am-5pm EST)

Salary:  R35,100– R45,000

About the Role

We are looking for a highly organised, detail-oriented and people-focused Insurance & Patient Finance Coordinator to support a US-based healthcare organisation operating skilled nursing facilities.

While the role includes a finance component, this is not a traditional accounting, bookkeeping or Accounts Receivable position .

The role sits at the intersection of healthcare insurance, patient administration, case coordination and family communication . You will help patients and their families understand insurance coverage, documentation requirements and changes, while ensuring that all administrative information is accurately captured and followed up.

A significant part of the role involves communicating directly with patients and family members, sometimes in difficult or emotionally sensitive situations. Strong communication skills, patience, empathy and the ability to explain complex information clearly are therefore essential.

Extensive training will be provided on US healthcare insurance, including Medicare and Medicaid. Previous US healthcare insurance experience is highly advantageous, but candidates who can learn complex processes quickly and apply them accurately will also be considered.

Requirements

Key Responsibilities

Insurance & Patient Coordination

• Support patients and families through healthcare insurance processes, changes and requirements.

• Assist with navigating Medicare, Medicaid and other applicable insurance structures.

• Explain insurance outcomes, changes, authorisation requirements and next steps clearly.

• Act as a link between patients, families, insurance providers and internal healthcare teams.

• Follow up with patients and family members to obtain required information, documentation or consent.

• Assist with payment-related conversations and collection processes where required.

• Investigate insurance queries and discrepancies and coordinate the appropriate resolution.

• Identify and follow up on cases requiring additional documentation, approval or action.

Patient & Family Communication

• Communicate with patients and families by phone and email.

• Explain complex insurance or administrative information in a clear and easy-to-understand way.

• Handle difficult, frustrated or emotional callers calmly and professionally.

• De-escalate challenging conversations while remaining focused on resolving the issue.

• Build trust and maintain professional relationships with patients and families.

• Follow up consistently when information, documentation or action is outstanding.

Administration & Case Coordination

• Maintain accurate patient records, insurance information and supporting documentation.

• Capture and update high volumes of information accurately.

• Process insurance changes and related documentation.

• Identify patients who may qualify for insurance transitions or other programmes.

• Determine whether patients are able to provide consent and coordinate with family members or authorised representatives where required.

• Track outstanding documentation, approvals and follow-ups across multiple facilities.

• Manage multiple patient cases and priorities simultaneously.

• Complete repetitive, process-driven administrative tasks while maintaining a high level of accuracy.

What We're Looking For

The ideal candidate will have a strong combination of people skills, administrative ability, attention to detail and the ability to learn complex processes .

You should have

• Excellent verbal and written English communication skills.

• Strong interpersonal skills and confidence communicating with patients and families.

• The ability to remain calm and professional when dealing with upset or demanding callers.

• Strong logical thinking and problem-solving ability.

• The ability to understand and retain detailed processes, rules and different insurance scenarios.

• Strong administrative and data-entry skills.

• Excellent attention to detail and accuracy.

• The ability to manage high-volume, repetitive administrative work.

• Strong follow-up skills and the confidence to obtain outstanding information when necessary.

• The ability to manage multiple cases, priorities and facilities simultaneously.

• Confidence learning new systems, software and processes.

Highly Advantageous Experience

• Healthcare, medical administration or patient coordination experience.

• Experience working with medical aids, healthcare insurance or medical claims.

• Experience within a medical practice, hospital, nursing facility, rehabilitation facility or similar healthcare environment.

• Exposure to US healthcare, Medicare or Medicaid.

• Experience communicating directly with patients, families or insurance providers.

• Medical aid coordination or patient accounts experience.

• Medical billing or insurance coordination experience.

• Collections experience within a healthcare environment.

A finance or accounting degree is not required.

The Type of Person Who Will Succeed

This role will suit someone who enjoys both people and process .

You should be comfortable spending part of your day working through patient information, insurance changes, documentation and administrative tasks, and another part of your day speaking directly with patients and families.

You will receive extensive training and ongoing support, but you need to be comfortable absorbing detailed information, understanding the reasoning behind different scenarios and confidently applying what you have learned.

Patience, resilience, emotional maturity and strong follow-through are important. You should be able to handle a difficult conversation professionally, work through the issue and move on to the next case without losing focus.

This is a hands-on coordination role for someone who is organised, highly trainable,