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, modify, confirm, and cancel appointments in accordance with provider and workflow specifications.

• Place 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 inquiries to licensed personnel.

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

• Perform sanctioned 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 actions in the relevant systems.

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

• 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 physician's office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support setting.

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

• Strong attention to detail and precise data entry capabilities.

• Excellent organizational skills and follow-through.

• Ability to learn and consistently adhere to scripts, standard operating procedures (SOPs), workflows, escalation processes, and documentation standards.

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

• Dependable attendance and strong adherence to schedule.

• Dedicated, quiet, and secure work-from-home environment suitable for handling confidential patient information.

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

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

• Professional wired USB headset.

• Web-enabled camera and microphone.

• Active email account.

• Dual monitors.

• Strong written and verbal communication skills in English.

• All resumes must be submitted in English.

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

• Familiarity with Aprima or Intermedia/Elevate is an advantage, but not mandatory.

🏝️ Benefits

• Company equipment will be supplied.

• Paid weekly in arrears.

• 40 hours of work per week.

• Weekends off.

• Fully remote work from home in Mexico.