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 standards.

• Make 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 sanctioned Medicare, MIPS, HEDIS, and other patient outreach initiatives.

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

• Record calls, patient interactions, appointment details, outcomes, messages, and follow-up actions 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 benchmarks.

⛳️ 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 setting.

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

• Strong attention to detail and precise data entry capabilities.

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

• 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.

• Reliable attendance and strong adherence to schedules.

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

• A secondary location available in case of home internet or power interruptions.

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

• Professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitors.

• Strong written and verbal communication skills in English.

• All resumes must be submitted in English.

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

• Preferred: experience with insurance verification or prior authorization.

• Preferred: experience in Medicare or Annual Wellness Visit outreach.

• Preferred: familiarity with MIPS or HEDIS workflows.

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

• Preferred: experience with an EMR/EHR and contact center telephony platform.

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

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

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Weekends off.