Managed Care Customer Service Representative (Bilingual - Spanish)

National-Vision,-Inc; Lawrenceville (GA); On-site; USD 32,000 - 44,000; Full time

Job summary

National Vision is hiring a Managed Care Customer Service Representative to join our in-office team. This role handles customer, retail personnel, and insurance company inquiries about invoices and balance due explanations.

The position emphasizes bilingual Spanish communication, detailed note-taking in POS and ticketing systems, and collaboration with retail teams to explain plan calculations and prevent billing issues.

Qualifications

• 0–2 years of related experience.
• High School Diploma or equivalent.
• POS and ticketing experience preferred.

Responsibilities

• Handle calls from customers about past due balances and determine responsible party, offering payment options.
• Enter detailed notes in the POS and ticketing system to communicate findings and track calls.
• Assist retail staff with plan selection in POS and explain balance due notices.
• Process balance write-offs per store requests and route new plans to Plan Setup Team.
• Handle calls from third-party payers and review details to determine responsibilities.
• Investigate high-balance cases to prevent billing errors and contact insurers about unpaid self-pay claims.
• Resolve misdirected insurance checks by contacting customers to explain balances owed.

Skills

Saturday availability

Multi-system navigation

Checklist adherence

Quick learning

Education

High School Diploma or equivalent

Tools

Point of Sale

Ticketing system

Job description

Managed Care Customer Service Representative (Bilingual - Spanish)

• Full-time

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 1,200 stores. We operate four retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, and Vista Optical inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

We are hiring for a Managed Care 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.

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 the the responsible party for the balance and offers solutions of payment options.
• Provides detailed notes in our Point of System to communicate findings to retail associates and maintains notes in the ticketing system to track calls and the 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 forwards 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 the 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 about 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.

Work Experience

0-2 years Related experience. (Required)

Education

High School Diploma or equivalent. (Required)

Additional Skills

• Point of Sale and ticketing system experience. (Preferred)
• Saturday availability (Required)
• Training is in-office (6-8 weeks). - Possibility of working remotely after a minimum of 3 months. (Required)
• Must be comfortable with navigating multiple systems simultaneously. (Required)
• Capable of grasping concepts quickly. (Required)
• Follow semi-complex checklists and/or procedures to minimize risks and errors. (Required)

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. 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.

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