Call Center Agent II (Mexico)

About the role

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. Reporting to the Customer Service Manager, the Customer Service Associate will provide exceptional customer service to UST customers via inbound Call Center Operations. The service center will be open from 8am‑6pm CST USA. The position is remote‑based in Mexico and is full‑time, permanent. Work environment: occasional movement around the office; required vision abilities include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus; may involve working across multiple time zones in a hybrid or remote setting; long periods of sitting and/or standing in front of a computer using video technology; travel may be required depending on company needs.

Responsibilities

• Receive and respond to inbound phone calls for customer assistance
• Respond to outbound phone call requests
• Document all calls in ticketing and tracking systems
• Respond to customer inquiries and provide data to customers within a required time frame
• Act as liaison between claims department and providers
• Research customer claims in the primary payor systems
• Ensure highest level of customer service on every call
• Perform other duties as assigned or necessary

Requirements

High school degree required; Bachelor’s degree preferred. 2‑3+ years of relevant professional experience in Healthcare claims operations or 2‑3+ years of relevant experience in a Call Center environment. Previous Health Care Call Center/Customer Service Experience. Must be able to work with minimal supervision.

Qualifications

Some experience in a customer service setting preferred. Spanish speaking and written language proficiency preferred.

Skills

• Maintain a full comprehensive understanding of the covered benefits, coding and reimbursement policies and contracts.
• Excellent verbal and written communication skills.
• Attention to detail and problem‑solving skills.
• Proficiency with MS Office applications, especially Word and Excel.

Schedule

The service center will be open from 8am‑6pm CST USA.