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 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 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 programs.

• Communicate effectively and patiently with patients, particularly older adults.

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

• Exceptional attention to detail and accurate data entry abilities.

• Strong organizational skills and follow-through.

• Capability to learn and consistently adhere to scripts, SOPs, workflows, escalation processes, and documentation standards.

• Ability to multitask across phone systems, electronic medical records, online requests, and internal communications.

• Reliable attendance and strong adherence to schedules.

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

• A backup 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.

• Preferred: Experience in healthcare scheduling across multiple providers, clinics, or types of appointments.

• Preferred: Background in insurance verification or prior authorization.

• Preferred: Involvement in 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: Knowledge of EMR/EHR systems and contact-center telephony platforms.

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

• Preferred: Skills in identifying patient access barriers and suggesting practical workflow enhancements.

• Strong written and verbal communication skills in English.

• Resumes must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends are off.

• Fully remote; work from home in Mexico.