Managed Care Customer Service Representative

About the Role

This is an in-office role responsible for providing customers, retail personnel, and insurance companies with detailed information regarding invoices and explanations of balance due.

Responsibilities

• Answer calls from customers regarding collection of past-due accounts.
• Conduct conference calls with customers and insurance companies to determine the responsible party for balances and offer payment solutions.
• Provide detailed notes in the Point of Sale system to communicate findings to retail associates and maintain notes in the ticketing system to track calls.
• Assist retail personnel with selecting correct plans in the Point of Sale system and answer questions about plan calculations and balance-due notices.
• Write off balances per store requests for store errors and forward new plans to the Plan Setup Team for addition into the Point of Sale system.
• Answer calls from third-party payers and review line-by-line details to determine customer and insurance responsibility.
• Complete high-balance investigations to prevent billing errors by researching insurance plans and information.
• Make outbound calls to insurance companies to inquire about unpaid self-pay claims.
• Resolve issues with insurance checks sent directly to customers but belonging to National Vision by contacting customers to explain balances owed.

Requirements

• 0-2 years of related experience (Required).
• High School Diploma or equivalent (Required).
• Training is in-office (6-8 weeks) with the possibility of working remotely after a minimum of 3 months (Required).
• Comfortable navigating multiple systems simultaneously (Required).
• Capable of grasping concepts quickly (Required).
• Follow semi-complex checklists and/or procedures to minimize risks and errors (Required).

• Point of Sale and ticketing system experience (Preferred).

Benefits

• Competitive compensation.
• Comprehensive benefits package including health and dental insurance.
• 401k retirement savings with company match.
• Flex spending account.
• Paid personal time off and paid company holidays.
• Parental leave.
• Employee eyewear discount.
• Training programs and access to educational courses.
• Opportunities for professional growth and long-term career fulfillment, including promotions from within.