Bilingual Patient Services Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage inbound patient communications, including calls, messages, appointment requests, callbacks, and general nonclinical inquiries.

• Schedule, reschedule, confirm, and cancel appointments based on provider and workflow specifications.

• Initiate 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 members.

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

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

• Communicate with patients clearly and patiently, especially with older adults.

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

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

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

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• Minimum of 6 months experience in customer service within 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 a structured environment.

• Strong attention to detail with precise data entry capabilities.

• Exceptional organizational skills and follow-through.

• Ability to learn and consistently adhere to scripts, SOPs, workflows, escalation protocols, and documentation standards.

• Capability 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 for handling confidential patient information.

• Secondary location available in case of 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 monitor setup.

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

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

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

• Preferred: ability to identify patient-access barriers and propose practical workflow enhancements.

• All resumes must be submitted in English.

• This is an Independent Contractor position.

🏝️ Benefits

• Company equipment will be supplied.

• Weekly payment in arrears.

• 40 hours of work per week.

• Monday to Friday schedule.

• Weekends off.

• Fully remote position; work from home in Mexico.