Bilingual Patient Services Representative

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

📋 Description

• Manage incoming patient calls, messages, appointment requests, callbacks, and general non-clinical inquiries.

• Arrange, modify, confirm, and cancel appointments based on provider and workflow needs.

• Conduct outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website inquiries, and approved patient engagement campaigns.

• Adhere to approved scripts for results-call workflows and direct clinical questions to licensed personnel.

• Assist with insurance verification and prior authorization processes within the designated scope.

• Execute approved Medicare, MIPS, HEDIS, and other patient outreach initiatives.

• Communicate effectively and patiently with patients, including senior citizens.

• Record calls, patient interactions, appointment details, outcomes, messages, and follow-up actions in the appropriate systems.

• Relay patient needs, scheduling difficulties, escalations, and unresolved matters to office staff.

• Uphold attendance, schedule compliance, productivity, quality, and patient experience standards.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• Minimum of 6 months of customer service experience in a medical office, clinic, healthcare contact center, insurance office, scheduling operation, or similar patient support setting.

• Experience managing inbound calls and outbound follow-ups in a structured environment.

• Strong attention to detail and proficient data entry capabilities.

• Exceptional organizational skills and follow-through.

• Capacity to learn and consistently adhere to scripts, SOPs, workflows, escalation protocols, and documentation standards.

• Ability to juggle multiple tasks across phone systems, electronic medical records, online requests, and internal communications.

• Dependable attendance and strong adherence to schedules.

• A dedicated, quiet, and secure work-from-home environment suitable for handling confidential patient data.

• Backup location available for cases of home internet or power outages.

• Reliable high-speed Ethernet connection with a minimum download speed of 25–30 Mbps.

• Professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitor setup.

• All resumes must be submitted in English.

• Strong written and verbal communication skills in English.

🏝️ Benefits

• Company-provided equipment.

• Weekly payment in arrears.

• Weekends off.

• Fully remote work-from-home opportunity.

• 40 hours of work per week.