Call Center Representative Managed Care - In office

Company Description

At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible.

National Vision is one of the largest optical retail companies in the United States with over 1,300 stores in 44 states plus the District of Columbia and Puerto Rico. We operate five retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, Vision Centers inside select Walmart stores and Vista Optical inside Fred Meyer stores and on select military bases. We employ over 14,000 people including a network of over 2,000 optometrists. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

We are looking for a Customer Service Representative to join our growing team!

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

This role requires working in our office in Lawrenceville, GA

Job Description

What would you do? – The Specifics

• Answers calls from customers regarding collection of past account accounts. Conducts conference calls with customers and insurance companies to determine responsible party for the balance and offers solutions of payment options.
• Provides detailed notes in our Point of Sale system, to communicate findings to retail associate and maintains notes in the ticketing system to track calls and purpose of calls.
• Answers calls from retail personnel to assist with selecting the correct plans in the Point of Sale system and answer questions regarding plan calculations and why their customers received balance due notices.
• Writes off balance per store requests concerning store errors and forward new plans to the Plan Setup Team to add into the Point of Sale.
• Answers calls from third party payers and reviews line by line the details in order to determine customer's responsibility and insurance responsibility.
• Completes a high balance investigation to find new ways to prevent bad billings by researching insurance plans and insurance information. Makes outbound calls to insurance companies to inquire the status of unpaid self-pay claims.
• Solves issues with insurance checks that go directly to the customers but belong to National Vision (NVI) by calling out to the customers to explain their balances owed.

Qualifications

• High School Diploma/GED or equivalent work experienced required.
• Data Entry experience required.
• 1+ years of Healthcare Insurance and Customer Service experience required.
• Word, Excel, POS System experience preferred.
• Approaches all encounters with customers and co-workers in an attentive, friendly, courteous, and service-oriented manner.
• Active Listener – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Organized and detail oriented even in a fast pace environment.
• Ability to conduct research.

Additional Information

Taking care of our people

We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates – including bonus potential for every position in the store! We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.