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 in accordance with provider and workflow specifications.

• Conduct outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, and unconfirmed or canceled appointments, along with 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.

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

• Clearly and patiently communicate with patients, including elderly individuals.

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

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

• Uphold attendance, schedule compliance, 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 comparable patient-support setting.

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

• Strong attention to detail and precise data entry capabilities.

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

• Capability to learn and consistently adhere to scripts, standard operating procedures (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.

• Secondary location available to address potential 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.

• Familiarity with Aprima or Intermedia/Elevate is a plus, though not required.

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

• Background in insurance verification or prior authorization is preferred.

• Experience with Medicare or Annual Wellness Visit outreach is preferred.

• Knowledge of MIPS or HEDIS workflows is preferred.

• Experience in medical front desk operations, patient access, referrals, or back-office support is preferred.

• Familiarity with an EMR/EHR and contact-center telephony platform is preferred.

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

• All resumes must be submitted in English.

• Must be available to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends off.

• Fully remote work from home.

• 40 hours per week.