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 nonclinical inquiries.

• Schedule, reschedule, confirm, and cancel appointments per provider and workflow guidelines.

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

• Conduct authorized outreach activities for Medicare, MIPS, HEDIS, and other patient initiatives.

• Communicate effectively and patiently with patients, including seniors who may require additional clarification or repetition.

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

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

• 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 setting.

• Experience managing inbound calls and outbound follow-ups in an organized environment.

• Strong attention to detail and accurate data entry capabilities.

• Exceptional organizational skills and follow-through.

• Capability to learn and consistently adhere to scripts, SOPs, workflows, escalation protocols, and documentation requirements.

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

• Dependable attendance and strong adherence to schedules.

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

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

• Dependable high-speed Ethernet connection with a download speed of at least 25-30 Mbps.

• Professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitors.

• Experience in healthcare scheduling across multiple providers, clinics, or appointment types (preferred).

• Background in insurance verification or prior authorization (preferred).

• Experience with Medicare or Annual Wellness Visit outreach (preferred).

• Familiarity with MIPS or HEDIS workflows (preferred).

• Background in medical front desk, patient access, referrals, or back-office support (preferred).

• Experience with an EMR/EHR and contact-center telephony platform (preferred).

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

• Experience in identifying patient-access barriers and proposing practical workflow enhancements (preferred).

• All resumes must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Fully remote; work from home in Mexico.

• Weekends off.

• Paid weekly in arrears.