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.

• Place outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website requests, and authorized 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 related to Medicare, MIPS, HEDIS, and other patient engagement initiatives.

• Communicate with patients in a clear and patient manner, including older adults.

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

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

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

⛳️ Requirements

• Proficient in English and Spanish, both spoken and written.

• 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 conducting outbound follow-ups in a structured environment.

• Strong attention to detail and accurate 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.

• Consistent attendance and strong schedule adherence.

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

• An alternative location available in the event of a home internet or power outage.

• 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.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends off.

• Fully remote; work from home in Mexico.