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.

• Schedule, reschedule, confirm, and cancel appointments in accordance with provider and workflow specifications.

• 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 inquiries to licensed personnel.

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

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

• Communicate effectively and patiently with patients, including older adults.

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

• Relay patient needs, scheduling obstacles, escalations, and unresolved issues to office personnel.

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

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• Minimum of 6 months customer service experience in a doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or a comparable patient-support role.

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

• Strong attention to detail with proficient data entry capabilities.

• Excellent organizational skills and ability to follow through on tasks.

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

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

• Reliable attendance and strong adherence to schedule.

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

• Availability of a secondary location in case 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 monitors.

• All resumes must be submitted in English.

• Experience with Aprima or Intermedia/Elevate is a plus, but not mandatory.

🏝️ Benefits

• Company-provided equipment.

• Weekly payment in arrears.

• 40 hours of work per week.

• Weekends off.

• Fully remote work-from-home arrangement.

• Independent Contractor position.