Call Center Agent II

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

📋 Description

• Answer and address incoming phone calls for customer support

• Make outbound calls to fulfill request needs

• Record all communications in ticketing and tracking systems

• Address customer questions and provide information within established timeframes

• Serve as a point of contact between the claims department and service providers

• Investigate customer claims within primary payor systems

• Maintain the highest quality of customer service on every interaction

• Execute additional tasks as assigned or required

• Report directly to the Customer Service Manager

• Adhere to work schedules aligned with the service center's operating hours of 8am-6pm CST USA

⛳️ Requirements

• High school diploma is mandatory; Bachelor’s degree is preferred

• 2-3+ years of pertinent professional experience in healthcare claims operations or a call center setting

• Previous experience in a healthcare call center or customer service role

• Capability to work independently with minimal supervision

• In-depth knowledge of covered benefits, coding, reimbursement policies, and contracts

• Strong verbal and written communication abilities

• Keen attention to detail and proficient problem-solving skills

• Competency in MS Office applications, particularly Word and Excel

• Proficiency in Spanish, both spoken and written, is preferred

• Ability to work across various time zones in a hybrid or remote work setting

• Capacity to sit or stand for extended periods while using computer video technology

• Candidates may need to complete a pre-employment criminal background check

🏝️ Benefits

• Full-time, permanent position

• Potential travel based on company requirements

• Reasonable accommodations available for individuals with disabilities

• Commitment to equal opportunity and workforce diversity