Bilingual Patient Services Representative

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

📋 Description

• Manage incoming calls, messages, appointment requests, callbacks, and general non-clinical inquiries from patients.

• Schedule, reschedule, confirm, and cancel appointments in accordance with provider and workflow guidelines.

• Conduct outbound calls for appointment follow-ups, Annual Wellness Visits, new initiatives, canceled or unconfirmed appointments, website inquiries, and approved patient engagement campaigns.

• Adhere to approved scripts for results-call processes and direct clinical questions to licensed personnel.

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

• Engage in sanctioned Medicare, MIPS, HEDIS, and other patient outreach initiatives.

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

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

• Relay patient requirements, scheduling difficulties, escalations, and unresolved matters to 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 conducting outbound follow-ups in a structured environment.

• Exceptional attention to detail and accurate data entry capabilities.

• Strong organizational skills and follow-through abilities.

• 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.

• Consistent attendance and strong adherence to schedules.

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

• An alternative location available in case of home internet or power outages.

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

• Familiarity with 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.

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

• Experience with EMR/EHR systems and contact-center telephony platforms is preferred.

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

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

• Reliable high-speed Ethernet connection with a minimum download speed of 25-30 Mbps.

• A dedicated, quiet, and secure workspace.

• A professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitors.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

🏝️ Benefits

• Provision of company equipment.

• Weekly pay in arrears.

• Full-time hours of 40 per week.

• Weekends off.

• Fully remote position; work from home in Mexico.