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 requirements.

• Place 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.

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

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

• Communicate effectively and patiently with patients, including senior adults.

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

• Relay patient requirements, scheduling obstacles, escalations, and unresolved matters to office personnel.

• Uphold attendance, schedule compliance, productivity, quality, and patient-experience benchmarks.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• Minimum of 6 months of customer service experience in a medical office, clinic, healthcare contact center, insurance office, scheduling operation, or a comparable patient-support role.

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

• Exceptional attention to detail and precision in data entry.

• Strong organizational skills and follow-through capabilities.

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

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

• Dependable attendance and robust schedule compliance.

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

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

• 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.

🏝️ Benefits

• Company equipment will be provided.

• Paid weekly in arrears.

• Weekends off.

• Fully remote work from home in Mexico.