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Insurance Verification Agent

11 hours ago

Remote Philippines Lavender Full time
Join the Lavender Team

We are seeking an Insurance Verification Agent to join our Revenue Cycle Management (RCM) team. This role plays a critical part in ensuring clients can access care smoothly by investigating complex insurance eligibility questions, resolving coverage issues, and supporting downstream billing and claims processes.

The Insurance Verification Agent works closely with the Care, Billing, Credentialing, and Client Success teams to verify insurance eligibility, investigate changes in coverage, respond to denied or rejected claims, and assist with insurance audits and medical records requests. This role requires strong attention to detail, persistence, and a commitment to accuracy, efficiency, and compassionate client service.

What You'll Be Doing

Reporting to the Manager, RCM, your primary responsibilities will include:

Insurance verification
  • Support the Care team in confirming insurance coverage for complex benefits checks for new clients and investigating eligibility changes for existing clients prior to appointments
  • Confirm plan details including copays, deductibles, out-of-pocket maximums, and telehealth coverage
  • Conduct weekly audits to ensure all direct billing clients have up-to-date and accurate insurance coverage
  • Identify and flag discrepancies or potential coverage issues and communicate them promptly to Billing or Client Success teams
  • Maintain current knowledge of payer requirements and benefit structures for major commercial and Medicare plans
Billing coordination and claims support
  • Respond to and assist with resolving insurance denials or claim rejections in collaboration with the Billing team
  • Provide timely updates to Billing and Credentialing teams regarding payer status, eligibility findings, or changes in insurance participation
Collaboration and communication
  • Partner with the Credentialing team to confirm nurse practitioner participation and activation on specific insurance rosters
  • Support the Concierge team by providing guidance on eligibility checks and insurance verification processes
  • Communicate clearly and compassionately with clients when additional information is required to complete verification
  • Ensure accurate data entry in the EMR to maintain data integrity and support a smooth end-to-end RCM process
Training and continuous improvement
  • Train Concierge team members on benefits and eligibility checks across payer portals when appropriate
  • Identify workflow gaps and contribute recommendations that improve accuracy, efficiency, and client experience
  • Participate in process updates and team training related to new payers, platforms, or verification tools
  • Ensure compliance with HIPAA and internal privacy standards in all communications and documentation
What You Bring
  • 2–3 years of experience in insurance verification, medical billing, or revenue cycle operations
    (experience in telehealth or behavioral health strongly preferred)
  • Strong working knowledge of commercial and Medicare insurance policies and terminology
  • Proficiency with insurance verification portals such as Availity, Claim.MD, and other payer-specific platforms
  • Demonstrated ability to collaborate effectively with Billing, Credentialing, Care, and Client Success teams
  • Persistence and problem-solving skills when navigating complex eligibility or claims issues
  • Excellent written and verbal communication skills
  • Exceptional attention to detail, accuracy, and documentation standards
  • Commitment to confidentiality, professionalism, and compassionate client service
To Learn More

For more about what it's like to work at Lavender, visit our careers page at

Bring Your Whole Self to Work

Lavender believes that nurturing an environment where diversity and inclusion can thrive is critical to our success. We are proud to be an equal opportunity employer and do not discriminate on the basis of any status protected by law, including race, colour, religion, sex, orientation, gender identity or expression, national origin, age, disability, or genetic information.

If you require accommodation during the recruitment process, please reach out to