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 approved 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 workflows within the designated scope.

• Execute approved outreach activities related to Medicare, MIPS, HEDIS, and other patient initiatives.

• Communicate with patients in a clear and patient manner, especially with older adults who may require additional explanations or repetition.

• Record 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 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 medical office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support role.

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

• Strong attention to detail with accurate data entry capabilities.

• Excellent organizational skills and ability to follow through.

• 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.

• Dependable attendance and strong adherence to schedule.

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

• A backup location available in case of home internet or power failure.

• 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.

• 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 experience with MIPS or HEDIS workflows.

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

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

• Familiarity with Aprima or Intermedia/Elevate is advantageous but not essential.

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

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Monday to Friday schedule.

• Weekends off.

• Fully remote work from home.

• 40 hours per week.