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 questions to licensed staff.

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

• Execute approved outreach activities related to Medicare, MIPS, HEDIS, and other patient initiatives.

• Communicate effectively and patiently with patients, including elderly individuals.

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

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

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

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

• A minimum of 6 months of customer service experience in a medical office, clinic, healthcare contact center, insurance office, scheduling operation, or a similar patient-support environment.

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

• Strong attention to detail and accurate data entry proficiency.

• Excellent organizational skills and follow-through.

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

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

• Reliable attendance and strong adherence to schedule.

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

• Availability of a secondary location in case of home internet or power outages.

• Dependable 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.

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

• Prior experience with insurance verification or prior authorization is preferred.

• Experience with Medicare or Annual Wellness Visit outreach is preferred.

• Familiarity with MIPS or HEDIS workflows is preferred.

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

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

• Knowledge of Aprima or Intermedia/Elevate is a plus, but not mandatory.

• Experience in identifying patient-access barriers and proposing practical workflow improvements is preferred.

• Strong written and verbal communication skills in English.

• Submission of an English resume is required.

🏝️ Benefits

• Company equipment will be provided.

• Weekly payments in arrears.

• Monday to Friday schedule with weekends off.

• Fully remote work-from-home opportunity in Mexico.