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 requirements.

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

• Adhere to approved scripts for results-call workflows and direct clinical inquiries to licensed staff.

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

• Execute sanctioned Medicare, MIPS, HEDIS, and other patient outreach activities.

• Communicate effectively and patiently with patients, including elderly individuals.

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

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

• Uphold attendance, schedule adherence, 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 doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support environment.

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

• Exceptional attention to detail and precise data entry skills.

• Strong organizational skills and commitment to follow-through.

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

• Ability to multitask 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 managing 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.

• Experience with Aprima or Intermedia/Elevate is advantageous but not mandatory.

• Preferred experience in healthcare scheduling across multiple providers, clinics, or appointment types.

• Preferred experience in insurance verification or prior authorization.

• Preferred experience in Medicare or Annual Wellness Visit outreach.

• Preferred experience in MIPS or HEDIS workflows.

• Preferred experience in medical front desk, patient access, referrals, or back-office support.

• Preferred experience with EMR/EHR systems and contact-center telephony platforms.

• Preferred experience in identifying patient-access barriers and proposing practical workflow enhancements.

• All resumes must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Weekends off.

• Paid weekly in arrears.

• Fully remote work from home.

• 40 hours per week.