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 nonclinical inquiries.

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

• 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.

• Perform authorized Medicare, MIPS, HEDIS, and other patient outreach activities.

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

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

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

• Uphold standards for attendance, schedule compliance, 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 comparable patient support setting.

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

• Strong attention to detail and precise data entry abilities.

• Exceptional organizational skills and follow-through.

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

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

• Dependable attendance and strong adherence to schedules.

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

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

• 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.

• Experience with Aprima or Intermedia/Elevate is advantageous but not mandatory.

• Preferred background in healthcare scheduling across multiple providers, clinics, or appointment types; insurance verification or prior authorization; Medicare or Annual Wellness Visit outreach; MIPS or HEDIS workflows; medical front desk, patient access, referrals, or back-office support; EMR/EHR systems and contact-center telephony platforms; identifying patient-access barriers and proposing practical workflow improvements.

• Strong written and verbal communication skills in English.

• Resume must be submitted in English.

🏝️ Benefits

• Company equipment will be provided.

• Fully remote work from home in Mexico.

• 40 hours per week.

• Paid weekly in arrears.

• Weekends off.