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 requirements.

• 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 redirect clinical inquiries to licensed personnel.

• Assist with insurance verification and prior-authorization processes within the designated scope.

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

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

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

• Relay patient needs, scheduling difficulties, escalations, and unresolved matters 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 doctor's office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support setting.

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

• Strong attention to detail and precise data entry abilities.

• Exceptional organizational skills and follow-through.

• Capability 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 adherence to schedules.

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

• An alternative location available in case 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.

• Experience with Aprima or Intermedia/Elevate is advantageous, but not mandatory.

🏝️ Benefits

• Company equipment will be supplied.

• Weekly payment in arrears.

• Weekends off.