Call Center Agent II

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Answer and manage incoming phone calls for customer support.

• Handle requests for outbound phone calls.

• Record all calls in ticketing and tracking systems.

• Address customer inquiries and deliver information within stipulated time frames.

• Serve as a liaison between the claims department and service providers.

• Investigate customer claims in primary payor systems.

• Maintain the highest standard of customer service on every interaction.

• Execute additional duties as assigned or necessary.

• Report directly to the Customer Service Manager.

• Adhere to related schedules during the service center's operating hours of 8am-6pm CST USA.

⛳️ Requirements

• High school diploma required; a Bachelor’s degree is preferred.

• 2-3+ years of relevant professional experience in Healthcare claims operations or 2-3+ years in a Call Center environment.

• Previous experience in a Health Care Call Center/Customer Service role.

• Ability to work independently with minimal supervision.

• Thorough understanding of covered benefits, coding, and reimbursement policies and contracts.

• Excellent verbal and written communication abilities.

• Strong attention to detail and effective problem-solving skills.

• Proficient in MS Office applications, particularly Word and Excel.

• Preference for candidates who are bilingual in Spanish, both spoken and written.

• Capability to operate across multiple time zones in a hybrid or remote work setting.

• Ability to remain seated or standing for extended periods while using video technology on a computer.

• Must be able to successfully complete a pre-employment criminal background check.

🏝️ Benefits

• Equal opportunity employer dedicated to workforce diversity.

• Reasonable accommodations available for individuals with disabilities.

• Permanent full-time employment offered.